Indispensable: How To Become The Company That Your Customers Can't Live Without

Preface ix

1 The Default Choice 1

2 The Five Drivers 11

3 Case Study: Deluxe 27

4 Back to the Six New Basics 51

5 Case Study: W Hotels 67

6 Create Community 77

7 Case Study: Gitomer 87

8 Obvious but Often Overlooked 97

9 Right Place—Right Time 113

10 Case Study: The Pancake Pantry 125

11 Big Picture Outcome 133

12 Twenty-Eight Indispensable Lessons 145

13 Case Study: Pinnacle Financial Partners 169

14 Repeatable Process 179

15 Stop Apologizing—Start Doing Your Job 189

16 Case Study: LawTalk 197

17 The Customer Decides 203

Index 221