Горячие поклонники. Революционный подход к обслуживанию клиентов.

The book emphasizes creating 'raving fans'—I'm curious what personal experiences or observations led to this approach.

While the principles are inspiring, I wonder if they've been tested in more challenging or complex business environments.

The book was written before the explosion of social media. I'm curious how these ideas adapt to today's online landscape.