Written for the real world
Crammed with practical advice that’s easy to implement, the key concepts are brought to life with inspiring case studies. With the companion worksheets you’ll be making real-world improvements in no time.
An award-winning classic
Written by a practitioner with over a decade’s experience, the book has been praised by leading thinkers, managers and professionals worldwide and won the CMI’s Management Book of the Year.
Following these ten principles works — whether you’re launching a start-up or running a global empire. Effortless and enjoyable to read with no previous knowledge required, the book will help you create a great customer experience, whoever you are.