Based on research and consultations with over 200 organizations known for their innovative and effective approaches to satisfying customers, Barsky illustrates the importance of the "bottom line" to customer satisfaction and, ultimately, to a company's overall success and profitability. He structures the book on a "learning triangle" that shows the three important keys to customer satisfaction -employees, customers, and competitors -- and explains how businesses can use these keys to construct customer satisfaction approaches for value-based transactions.