The Ten Principles Behind Great Customer Experiences

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

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Reasons you will love it

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Written for results

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

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Packed with case studies

Inspiring examples make each key concept easy to understand.

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Universally applicable

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

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Concise and skimmable

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

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Humane language

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

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Includes companion worksheets

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

  • 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.


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Buy the book

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