The book called a “must-read” by CEOs and startup founders

Customers Included book cover

The book called a "must-read" by CEOs and startup founders

Customer experience pioneers Mark Hurst and Phil Terry have written the definitive guide to building a better customer experience. Customers Included is packed with case studies of what to do (or not), and how to create change in any organization that wants to serve the customer better.

If you’re like me, when you finish reading this book you’ll smack yourself in the forehead and say, “I wish I’d had this to read 10 years ago!” That’s how great it is!

Alan M. Webber

Co-founder, Fast Company

Customers Included is an excellent practical guide to keeping customers at the center of your organization’s thinking.

Joe Lassiter

Faculty Chair of the Harvard Innovation Lab and Heinz Professor of Management Practice,
Harvard Business School

Customers Included clearly shows how to get insight from customers, and then put that knowledge to work.

Katrina Lane

EVP US Consumer Cards,
American Express