The Ten Principles Behind Great Customer Experiences

Acknowledgements

Writing a book is much more of a team effort than many realise, and credit is due to the following. First of all to my agent John Syfret, also Patrick Walsh and Kathryn White who helped bring structure to my initial ideas; John Watkinson, Howard Watkinson, Mikael Reichel and Ben Smith, who took the time to read my early drafts – the end result is immeasurably better for their input; and the authors who took the time to respond to my queries about their work, notably Stephen Bayley, Rob Walker, Robert Hoekman Jr and Christopher Wickens. I’d also like to thank Vanessa Donnelly who has acted as a soundboard to develop my thinking over the last three years; Arthur Nurse for his excellent graphic design work; the editorial team at ...