"Let’s lead off this year’s “Top 10” with one of my favorite authors. Van Belleghem always delivers. Most companies want to create a customer-centric culture, but many struggle, even though they are capable of doing so. This is what the author refers to as A Diamond in the Rough. In addition to clearly articulated concepts, there are more than 100 tips and examples to help you build a culture that gets and keeps customers."

– Forbes