This week, Kristen Hayer continues her review of:

• The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi

Chapters 5 & 6 provide more insight into empowering your CSS reps and how you can gain more insight about your customers' experiences.

If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you soon!

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.