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Robin Lawton has been a long time favorite of mine. His book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed offers some valuable insights even though it was written 20-years ago. I still use it on a regular basis and find it valuable in assisting people to more service centered thinking. The podcast with Rob, Let’s Talk Voice of Customer is an excellent resource for both sales and marketers and quality professionals. This is a transcription of the Business901 podcast with Robin.