CUSTOMER EXPERIENCE 3 Simple Tools is the result of 15 years of research using a research method called Participant Observation in which the researcher works undercover to obtain data. Wess and his team worked undercover in the hospitality, freight, restaurant, retail, healthcare and entertainment industries at some of the most recognizable brand such as Marriott, The Ritz-Carlton, Emory Healthcare, Sheraton, Walgreens, Hyatt, UPS, Darden restaurants and Turner Broadcasting. The 15 years of research has been streamlined down into 3 pillars of Extreme Customer Experience. These pillars once mastered will have a huge affect on a companies climate & culture and the companies bottomline. This book is for all entrepreneurs, business owners and anyone in upper management or at the helm of an organization.