ACKNOWLEDGMENTS

Many people have been instrumental in helping to make this book a reality. We would like to thank the many clients who have trusted us to work with them and share their efforts to create success for their employees, customers, and shareholders.

We would like to thank all the partners at L.E.K. Consulting for their support and encouragement, but especially Stuart Jackson for not only his unerring support but also his excellent guidance and enthusiasm. We are also especially grateful to our partners Helen Chen, Stephen Sunderland, Pierre Jacquet, Jonas Funk, Michael Connerty, Manny Picciola, and Bob Lavoie for their direct input in making this a better book.

We could not have written this book without our fantastic team at L.E.K. Consulting in supporting the development and research for the ideas and case studies used: Yekaterina Gourinovitch, Kaity Miller, Logan Kirst, Steve Achatz, and, especially, Len White. We would also like to thank Tyler Wilson, T. J. Bilodeau, John Moran, Dan Cahan, David Finkelstein, Jeremy Kay, J. P. Cantos, and Gavin McGrath.

We are very grateful to our marketing team at L.E.K. for all their help and support; in particular, Sarah Kulka, Don Eng, Tiffany Lo, and especially Eben Harrell.

We very much appreciate all the support, help, and guidance of Jeff Kehoe and the team at Harvard Business Review Press, including Erica Truxler, Jennifer Waring, and Stephani Finks.

Most of all, we have special thanks for our wives and children, Jo, Nina, and Eva McKone, and Kelly, Conor, and Ben Lewis, for their constant support, tolerance, encouragement, and inspiration.