this book is pretty straight forward--it outlines 10 key principles you can design for any interaction--internal or external therefore applicable to customers, employees, partners etc. it truly makes you think about the design of the interaction. Many processes designs would fail if thinking about the series of interactions they are connected to--it would be clear if the designed processes are or are not meeting the customers desired outcome or super objective. The author is approachable and I have emailed him with a few questions, observations etc and got great responses. He is passionate about his topic.