The Ten Principles Behind Great Customer Experiences

Twelve publishers rejected it. Then it won Management Book of the Year.

Reasons you will love it

With practical advice that’s easy to implement you’ll start making improvements fast.

Inspiring examples make each key concept easy to understand.

The principles work for any brand, however large or small.

Read a chapter a day on the commute. Includes a skimmer’s guide.

Written to be effortless (and fun) to read. No jargon or business gobbledegook.

Put the ideas to work immediately using the free worksheet pack.

Possibly the best title to describe the contents. Possibly the worst title for website navigation.
A quick and easy read with no management clap-trap.
Front flap doubles as a reminder of the ten principles and a bookmark.
Short, straight-forward chapters that give you everything you need and nothing you don’t.
The book is crammed with unusual real-world examples to bring the points to life.
Every chapter ends with a simple summary. There’s also a skimmer’s guide in the introduction.

A fascinating read and a book I keep going back to. We found it so useful at work that the entire team now have their own copy on their desks. Priceless!
Andy PuddicombeHeadspace
A fundamental must read for CX pros…An excellent book. Well reasoned conceptual theory with pragmatic examples and rich case studies.
Ryan HartForrester Research
The best book, today, on customer experience. It is clearly written by someone who is in the trenches grappling with the subject matter. It is practical. It is well structured. It is easy to read. It is useful. It even made me laugh.
Maz IqbalCustomer Think
The best customer experience book out…by far the most thoroughly researched, best written and succinctly edited book out there relating to the full customer experience.
ReviewerAmazon

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