part 3
7
toolkit 115
drawing inside your business
8
plan 119
planning track
mind maps
sticky planners
gap mapping
three steps
trail map
9
engage 155
ideal client
advantage cycle
focus groups
customer journey
service blueprint
interview with Sunni Brown
10
deliver 183
agendas
flipchart hacks
storytelling
infographics
scales
11
conclusion 211
