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The books

One argument in three volumes, from the price of a customer relationship to the board paper that discloses it. Volume I prices the relationship. Volume II applies that arithmetic to the service operation and to work shared between people and machines. Volume III takes it to the board. The companion volume, The Friction Economics Standard, sets out the standard behind all three.

Each is a Reference Edition with figures, graded exercises and an answer key, references, an index and a dated corrections record.

Cover of The Friction Economics Standard

The standard volume, companion to the trilogy

The Friction Economics Standard

IACS-7 Applied Across Twelve Industries, with Worked Books, Audit Files and Board Disclosures

On Amazon497 pages, 7 × 10 inKindle, paperback and hardcover

Revenue has an accounting standard. Cost has one. The cost of friction in the customer relationship has none, so a board rarely sees it and nobody signs for it. This volume sets one out: IACS-7, the standard behind the three books of the trilogy.

Inside: The Standard itself, from the register that defines every term to governance and disclosure; twelve industries worked in the same nine sections, so any two can be compared; a 180-day adoption path; and a chapter that states the limits of the Standard and what data would refute it.

KindlePaperbackHardcover
Cover of The Value Engine

Volume I of the Customer Value Trilogy

The Value Engine

The IVDCS Blueprint for Linking Customer Experience to Enterprise Value

Being released on Amazon, November 2026386 pages, 7 × 10 inKindle, paperback and hardcover

Customer experience is usually argued in feelings and funded on faith. This volume replaces the argument with arithmetic: lifetime value, cost to serve and the friction between them, so that every experience decision can be priced, tested and defended in the language of finance.

Inside: The IVDCS framework and its four pillars, the return model and the ladder of proof, playbooks for telecommunications and omnichannel retail, a complete worked simulation of a constructed operator, and the ten-customer capstone computed line by line.

Find it on Amazon
Cover of The New Customer Service Era

Volume II of the Customer Value Trilogy

The New Customer Service Era

Thriving in the Singularity with the AXIOM CX Framework

On Amazon376 pages, 7 × 10 inKindle, paperback and hardcover

Automation was supposed to make service cheaper. In many companies it made service costlier and customers angrier, because measurement never caught up with the technology. This volume sets out AXIOM CX: six pillars for a service operation where people and AI are designed together, and every claimed improvement is priced before anyone believes it.

Inside: A chapter on each pillar, a readiness assessment and implementation roadmap, the service journey costed step by step, market simulations, two service failures and two recoveries, and a service economics workbook.

KindlePaperbackHardcover
Cover of The Sentient Organization

Volume III of the Customer Value Trilogy

The Sentient Organization

A CX Strategic Playbook for the Future of Business

On Amazon364 pages, 7 × 10 inKindle, paperback and hardcover

The governance volume. How a customer-centric company is structured, led, measured and held to account, from the operating model to the board paper that discloses the cost of friction.

Inside: Designing and measuring the experience, service recovery, a case library of successes and failures, the Helix operating model, ethics and responsible AI, a governance capstone that builds the disclosure block line by line, and a workbook that ends in a blank disclosure block a board can sign.

KindlePaperbackHardcover

A note on evidence. Every worked case in the four books is constructed and says so. Real companies appear only as documented public examples, with their sources. Widely quoted statistics that could not be traced to their claimed sources are named in the references rather than repeated.

For teams and courses

For multiple copies for a team, a library or a course, or to invite the author to speak about the books, write to the Institute.