His book enables any professional to create and deliver business with adequate measurement and appropriate analytical toolings.
In this disruptive era this book is a must read for any senior manager, customer experience professional or business analyst, who wants to achieve better sales results, lower costs, increase in profit all thanks to an improved customer experience.
And as it is an e-book one does not have to read all. Use it selectively for inspiration and transformation.
I so agree with Bob and the approach he takes to validate and support his CEM thinking.
What I appreciate even more is that his approach to the CEM discussion is analytic and he makes much more quantitative information and examples available in the narrative and diagrams (and let's not forget the abundance of helpful and engaging sources) than we normally find. A lot of writing in this arena is more on the soft side. So, in my opinion, Bob brings a new and valuable dimension to the CEM discussion.
I also like the fact that he not only focused on the managerial aspects of setting up a CEM journey, but, that he took the time to get into strategy, data, data organization, behavior, etc. and how to use this around the customer. And, the bonus begins with how you transition to understanding satisfaction and loyalty. In this aspect Bob covered measurement, looking at attitudes, why some measure work better than other, reporting, etc.
A great read on CEM.