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Bottling Customer Experience

— Eric Ryan and Adam Lowry, with Lucas Conley

Excerpted by arrangement with Portfolio/Penguin, a member of Penguin Group (USA) Inc. Copyright © 2011 by Eric Ryan and Adam Lowry.

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This Reviewer

  1. Theodore Kinni is a senior editor for strategy+business. He has written, ghostwritten, or edited 20 books, including Be Our Guest: Perfecting the Art of Customer Service (revised and updated edition, Disney Editions, 2011) and The Four Pillars of Profit-Driven Marketing: How to Maximize Creativity, Accountability, and ROI (McGraw-Hill, 2009), with Leslie H. Moeller and Edward C. Landry.

This Excerpt

  1. The Method Method: 7 Obsessions That Helped Our Scrappy Start-Up Turn an Industry Upside Down (Portfolio/Penguin, 2011), by Eric Ryan and Adam Lowry, with Lucas Conley
  2. Eric Ryan and Adam Lowry are the cofounders of Method Products Inc. Ryan is Method’s chief brand architect and a former advertising planner. Lowry is Method’s chief greenskeeper. He is a chemical engineer and previously worked as a climatologist at the Carnegie Institution for Science. They are also the authors of Squeaky Green: The Method Guide to Detoxing Your Home (Chronicle Books, 2008).
  3. Lucas Conley is an author and freelance journalist who previously served as a staff writer at Fast Company. His book, OBD: Obsessive Branding Disorder: The Illusion of Business and the Business of Illusion (Public Affairs, 2008), was selected as a strategy+business Best Business Book in the marketing category in 2008.


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