Anyone who's ever been underpaid and undervalued by management can tell you how much harder they would have worked, how much better their work would have been, and how much more satisfied they would have been in their job if their bosses had made any efforts to respect their contributions. This is part of the basic premise of Employees First, Customers second. In short: if you treat your employees well and support them, they do better work and keep your customers happy. When you treat the people at the bottom of the pyramid like interchangeable parts, but they're the ones interacting with your customers, your customers are going to see it and your relationships with customers are going to suffer.
Mr. Nayar's book has several suggestions that apparently worked well for his company, and look great on paper: Realize that your customer-facing employees are far more important than their pay grade indicates, Increase transparency, Admit when times are tough instead of denying the elephant in the room, Make management and service departments accountable to employees. He gives examples of how his company did these things, and most of those methods seem fairly portable. In all, i'd love to work at a company that even tried to do these things, and i'd love to work with companies that respected their employees by putting them first.
I have a two complaints, one substantive and one superficial.
First, the substantive: repeatedly through the course of the book, Mr. Nayar says something to the effect of 'we had many successes, and many failures.' He never once describes a failure, an initiative that flopped, a new policy that did more harm than good. All we see is the raging successes. For an executive trying to reform their company, knowing what worked for Mr. Nayar's firm will be very helpful, but not as helpful as knowing that and what looked like it should work but ended up being a disaster. Mr. Nayar touts transparency, but gave a very self-servingly opaque account of his efforts and results.
Second, the superficial: This book is written by someone who speaks the Indian dialect of English, not the American. Sentence structure, paragraph structure, and word choice are all a little unusual to American eyes. It doesn't interfere with comprehension, but it does take a little bit of habituation.