The Ten Demandments: Rules to Live by in the Age of the Demanding Customer

by Kelly Mooney, Laura Bergheim

From the mouths of what they want, how they want it, and what they'll do if they don't get it There's no way around it. Executives, managers, and strategic thinkers around the globe are grappling with how to transform their organizations from product or service orientation to being customer driven. The 10 Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. In this customer-centric manifesto, customer experience guru Kelly Mooney scrutinizes the total customer experience. "Earn My Trust" . . . "Put Me in Charge" . . . "Inspire Me" . . . Each resulting demandment is a call to action from customers­­a call that is answered by the book's strategic insights, anecdotes, and action plans.

Genres: Leadership

284 pages, Hardcover

First published May 16, 2002

About the author

Kelly Mooney is a three-time author, speaker, board director of a public company, and longtime gender equality advocate. She's also a wife and mother of two who built her career while navigating the realities of modern work and family life.

Over a decades-long career, she has experienced the full arc of the workplace—from intern to CEO—ultimately co-owning and leading the nation's largest women-owned digital agency, scaling it 15x, and later exiting the business to IBM, where she served as Chief Experience Officer for North America.

Consistently ahead of the curve, Kelly anticipated the power shift from organizations to consumers, authoring The Ten Demandments and The Open Brand—the latter becoming required reading at Stanford and other universities. She also founded the Equipt Women Foundation and created Get Equipt, a widely read weekly career advice newsletter.