Dominic Skinner sat in a coffee shop in Surrey, England, with his sketch pad and hot tea. He overheard a customer at a nearby table commenting to a friend on how great it would be if their hot tea cups could warm their cookies. From inside the customer’s imagination, Dominic fashioned the breakthrough cup pictured on the book cover and here on this page, and he sold the idea to Mocha UK. This book is dedicated to all who partner with the ingenuity of their customers to create breakthrough products, services, and solutions.