"Sprinkles" is about the little "extra" in customer service that makes a business excel. Using the metaphor of "sprinkles" on top of a cake or ice cream, the author discusses how businesses can improve customer service across their organization and "departments" to make an integrated value-packed service. Many businesses realize that to be competitive in the "Age of the Customer", they need to become "sticky" to their customers. They need to create experiences that add value to their customer's transaction. "Sprinkles" provides the reasons for employing whole-business customer service.