Foreword vii

Acknowledgments xi

Introduction: Rocking Horses Don’t Belong in Boardrooms 1

Part One Principal 13

1 The Peppered Moth 17

2 The Chicken KPI 31

3 The Queen’s Gambit 59

Part Two The Crew 103

4 Make Every Shot Count 107

5 Row the Boat in Time 141

Part Three The Season 169

6 Turn Headwinds into Tailwinds 173

7 It Will Rain on Your Parade 195

8 Go for the Albatross 235

Conclusion 265

Epilogue 271

About the Authors 279

Index 285

About the Author

Richard Lees is Chief Strategy Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He has over 30 years of experience applying data to solve business challenges, equipping clients to deliver targeted, personal experiences.

Azlan Raj is Chief Marketing Officer for Merkle and dentsu's EMEA Customer Experience Management service line. He positions and works across all of dentsu's commerce, data, and technology platforms, including analytics, media, customer experience, content, and B2B.

Fishpond works with suppliers all over the world to bring you a huge selection of products, really great prices, and delivery included on over 25 million products that we sell. We do our best every day to make Fishpond an awesome place for customers to shop and get what they want — all at the best prices online.

About Fishpond

You can earn a 8% commission by selling Book of Progress: How to Deliver an Excellent Customer Experience that Guarantees Success on your website. It's easy to get started - we will give you example code. After you're set-up, your website can earn you money while you work, play or even sleep! You should start right now!

Are you the Author or Publisher of a book? Or the manufacturer of one of the millions of products that we sell. You can improve sales and grow your revenue by submitting additional information on this title. The better the information we have about a product, the more we will sell!

Submit Information

Table of Contents

About the Author