"Customers don't remember what you promised. They remember how you made them feel when it mattered most."

In today's business world, surveys are everywhere, but customer trust remains fragile. Metrics flood dashboards, yet teams still ask, "What do we do with this?" Beyond Satisfaction by Dr. Saifuddin Kapasi is a practical guide for leaders ready to move beyond chasing scores to building lasting trust. With over 30 years of experience, Dr. Kapasi shows how customer experience must become a culture, not just a function. This book offers proven frameworks, a fresh perspective on NPS, and strategies to align roles, structures, and rewards with customer-centric values. It's not about service-it's about leading with trust at the heart of everything.