This book relates to everyone who has ever been frustrated by Customer service, or the lack of focus on employees and Customers over the years.  Ultimately, this book will appeal to CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision.  Not since the second industrial revolution has business seen such change going on at once.  In the past 30 years we have seen the technology revolution, but today we have a poor economy, worker frustration, social media and the millennial generation impacting business in new ways. There is an external power shift happening in business as customers are taking companies' brand messages away from marketing and PR. Trust of businesses is at or near an all time low.