I admit it. I am a demanding consumer. But, aren't we all? We want everything better, faster, easier, and more personalized than ever before. We want to feel like we're important to the companies we do business with. But why is it that despite every marketing milestone and breakthrough many web experiences often fail to meet our expectations?

Blame company structure or budget or legacy systems or leadership or the weather. But the more you excuse it, the worse it gets.

I've made a career out of studying, advocating for, and creating customer experiences and sharing them with clients, in columns, speeches, a book, and now this blog.

So, forget the excuses. Here you'll find a consumer perspective on what works, what doesn't, who's getting it right, and who's still in the dark.

Straight-forward. Unfiltered. Customer fanaticism.




about The Ten Demandments

Published by McGraw-Hill in 2002, The Ten Demandments is a real-world roadmap for winning customers' hearts and earning and keeping their loyalty. It's the ultimate guide to satisfying today's increasingly demanding consumer. Learn how to infuse your organization with consumer-centric thinking from the boardroom to the mailroom.

The Ten Demandments provides a lens through which you can view your world, your company, and your brand as seen through the eyes of your consumers. And it challenges your company to ask and answer five key questions vital to your future success:

  1. Does our company know how our consumers really feel about us?
  2. Does our executive leadership advocate a customer religion?
  3. Does every associate understand his or her role in delivering a total customer experience that’s unified, integrated and consumer-centric?
  4. Do we have key metrics that measure and reward consumer satisfaction and loyalty?
  5. Are we worthy of consumer loyalty?

Learn more about The Ten Demandments.