I'm interrupting the regular schedule of value-creating content to share something a little more personal.

In March 2012, at the tender age of 28, I started work on my first book — The Ten Principles Behind Great Customer Experiences — a dream I never thought would come true. A dozen or so publishers had rejected the proposal before Christopher Cudmore at the FT Press took a leap of faith.

As fate would have it, he backed a good horse. The book won the CMI's Management Book of the Year and miraculously, 7 years later, the accompanying keynote speech is still in high demand and the book continues to sell well.

Not only that — at an age where most business books are being put out to pasture, I have just received my copy of the Chinese edition, which is now on sale.

The book has changed my life beyond recognition. The principles themselves have been used by thousands of organizations with millions of customers between them. By far the best thing about it has been the amazing people it has allowed me to meet — many of whom are connections here.

I'm grateful to everyone who helped bring it to life, everyone who has read it, and to the event organizers who have given me a platform to share the ideas — thank you.

Normal service will now be resumed!

See this post on LinkedIn