The Pursuit of WOW/Peters 273-283

283 Our top-gun designers, engineers, and marketers are pivotal players. But those whom we normally--and mistakenly--call 'the supporting cast' (service providers, order-entry clerks, distribution teams) deserve equal billings. Deserved or not (and it mostly is deserved), they'll end up influencing customer perceptions even more than those top guns.

The reality is that the true enemies of change are mainly managers fearful of losing power.