I spent my formative years at a British boarding school — a bit like Hogwarts without the magic, where everyone was in Slytherin.

Like any institution there were codes of conduct. One of them — reinforced at home — was that it’s indecorous to boast of your achievements, and shameless self-promotion is particularly undignified, which is why I’ve never gone in for either.

That said, this month is the 7th anniversary of my first book's UK publication — The Ten Principles Behind Great Customer Experiences — so here's some facts about it that a less encumbered individual might mention:

In the UK (and elsewhere) it's still among the best-selling and highest rated books on the topic. Some businesses have ordered a thousand copies at a time.

It is Amazon UK’s top search result for customer experience. It also remains the only book on the topic to win a major UK book award (to my knowledge).

As you might expect from a 28 year-old, first-time author it isn’t perfect though. There’s room for pruning and I got some stuff wrong — most of which I atoned for with The Grid. A second edition is probably overdue. That said, the actual principles hold up remarkably well and work beautifully in practice.

To everyone who's bought, read or recommended it — a heartfelt thank you!

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