Praise for ON PURPOSE

‘To define a purpose that will galvanize the entire organization is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey.’

Patrick Dempsey OBE, Managing Director, Whitbread Hotels and Restaurants

‘Shaun and Andy have created another great book in On Purpose, describing simply how great businesses use purpose and focus to fulfil customer needs and create value.’

Vernon W Hill II, Founder and Chairman, Metro Bank

‘Every now and then a truly cutting-edge book comes along which changes everything we know about the secrets of organizational greatness. On Purpose is a profound and practical book no leader should miss reading. Full of powerful examples and pragmatic practices, it reveals the mysteries of long-term enterprise success.’

Chip R Bell, author of The 9½ Principles of Innovative Service

‘Shaun Smith and Andy Milligan have added another strong chapter to their purpose. This is a must-read for any leader who is looking at differentiating their business by asking the important “why?” and “why us?” questions. It will provide excellent guidance in how to create your own journey and, most importantly, how to stick to it once your purpose has been found.’

Frans-Willem de Kloet, Managing Director and CEO, UPC Czech Republic

‘Since the publication of Uncommon Practice in 2002, Shaun Smith and Andy Milligan have published a series of books rigorously examining the DNA of brands that deliver outstanding customer experiences.

In On Purpose, they delve even further into the fabric of customer-focused companies, exploring the very purpose of these brands, and making a convincing correlation between customer advocacy and a strong sense of company purpose. Often books on the topic of customer experience are fairly passive affairs, celebrating the achievements of successful brands. But On Purpose isn’t just thought-provoking – it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers.

The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose – within the company, its leaders, its staff and its communications – brands will struggle to be distinctive.’

Neil Davey, Editor, MyCustomer.com, Group Editor, SIFT MEDIA

‘No successful business leader of the future can feel exempt from reading this remarkable book. It is by two global experts, extremely readable and compelling in its key message to place customer experience at the very core of every business.’

Roger Harrop, The CEO Expert, author and international speaker

‘Great book – highly recommended!’

Joe Pine, co-author of The Experience Economy