"Bruce Kasanoff: Your customers don't want more, they want LESS! Kasanoff uses examples to point out the mind-twistingly frustrating customer experiences that have become commonplace in today's corporations. Improve your customers' lives: Clone your best people! Anticipate your customers' needs! Make a don't-do list! (Item #1, don't ask for your customers' account number three times in one call!) Be flexible! Fix your customers' problems before your customers even know they have them! And above all, simplify, simplify, simplify!"