John Guaspari, named one of the New Quality Gurus by Quality Digest, has for the past two decades been one of the business world's thought leaders on the topics of quality, customer value, and how to use the voice of the customer to energize organizational efforts. He is the author of four...

John Guaspari, named one of the New Quality Gurus by Quality Digest, has for the past two decades been one of the business world's thought leaders on the topics of quality, customer value, and how to use the voice of the customer to energize organizational efforts. He is the author of four previous books, including I Know It When I See It, Theory Why, The Customer Connection: Quality for the Rest of Us, and It's About Time! For more information, visit www.deepcustomerconnections.com.