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The author shares a few obvious observations in the first couple chapters and then proceeds to repeat them for the rest of the book. Yes, prioritizing the needs and opinions of customers once was a novel concept... but that was over a century ago when the term "the customer is always right" was coined. Of course companies don't always take a customer-centric approach, which would have been a more effective way to frame the problem.
There are a few interesting ideas that will get you to think, but expect repetition and to constantly roll your eyes as you listen.
This book is incredibly valuable for grasping the executive's perspective on customer experience. I would definitely recommend this book to experience designers who sometimes don't have access or insights into how their work might be viewed at the upper levels of their organizations.
Note on the performace: This has to be the single toughest audiobook reading project ever. The reason is that the book has a fairly complex structure -- more like a magazine or textbook -- with sidebars, lists, and regularly occurring sections. The reader had to convey this structure mainly with timing. Once you catch on to the structure, the book makes sense, but it might take a chapter or two. It might be helpful to get the printed book, too, so you can see what's going on in the reading.