It’s ten years this month since my first book — The Ten Principles Behind Great Customer Experiences — was published. 

As a first go it couldn’t really have gone any better (once I overcame the twelve rejections it took to get it published.) 

It won Management Book of the Year. Rory Sutherland mentioned it in his TED talk. Some organizations ordered a thousand copies at a time. I suddenly found myself with a speaking career. And I was able to use it as a calling card to build a growing consulting practice. 

I’m also delighted with how well the principles themselves have held up. Sure, there are things I’d change with ten years more experience, but overall the ten basic guidelines work remarkably well as a primer on the topic which is why it's still selling today.

I'm overwhelmingly grateful to everyone who has bought it, shared it, written about it, invited me to speak about it, or have used the ideas in practice. If that's you, know that you made my dream come true. Thank you.

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