Baer’s take on customer service: response to every complaint in social media and online forums. The book simply states the obvious and provides examples of companies that do well in customer experience. In today’s business, providing an excellent experience for your customers is not a choice, but a requirement. If you haven’t done that already in your organization, you should definitely pick up this book. Otherwise, it is not that helpful. In addition, the writing tends to be dried with all the business figures.