Some experiences fade. Others stay with you for years. A single conversation, a small act of kindness, or an unexpected shift can change how you see your work and your relationships. This book explores why certain moments last and how you can design them with intention. Why we chose this…

You open this book with a question that many leaders in the region are asking: how do you build trust in a market where every customer has more choice, more information, and more ways to share their stories? Don Peppers answers that question through short essays that guide you from…

Organizations across the world are working to strengthen service quality and build trust with their customers. This book was selected because it translates those ambitions into a clear, human-centered approach. It shows how small, consistent actions shape loyalty, and why customers remember how you made them feel long after the…