Customers Included: How to Transform Products, Companies, and the World - With a Single Step

Phil Terry Mark Hurst

ISBN 10: 0979368111 / ISBN 13: 9780979368110

Published by Creative Good, 2013

About this Item

Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc.

Seller Inventory # 00086635865

Bibliographic Details

• Title: Customers Included: How to Transform Products, Companies, and the World - With a Single Step
• Publisher: Creative Good
• Publication Date: 2013
• Language: English
• ISBN 10: 0979368111
• ISBN 13: 9780979368110
• Binding: Hardcover
• Condition: Good

About this title

Synopsis

Why do companies so often fail to give customers what they want? "Customers Included" provides a roadmap for any executive or entrepreneur who wants to create better products and services. Using real-world case studies - from Apple, Netflix, and Walmart to an African hand pump, a New York City park, and the B-17 bomber - the book clearly explains why including the customer is an essential ingredient of success for any team, company, or organization. Coauthors Mark Hurst and Phil Terry, pioneers in the field of customer experience, provide practical tips for a strategic, customer-inclusive approach that generates results.

About the Author

Mark Hurst, who founded Creative Good in 1997, has spent his career writing and speaking about how organizations and individuals can create better customer experiences. In 2003 Hurst founded the Gel conference, which annually spotlights people and projects that create some good experience. Hurst also wrote Bit Literacy, the 2007 book about managing email and information overload, and created Good Todo, the mobile productivity suite. He holds bachelor's and master's degrees in computer science from MIT and lives in New York City with his wife and son.

Phil Terry, Creative Good CEO, advises senior management of leading businesses how to create better customer experiences. He created the Councils, a peer-learning network for customer-facing executives, and manages the Creative Good consulting team that delivers projects to clients in a wide range of industries. Phil is a member of the Young Presidents' Organization (YPO) and holds an MBA from Harvard Business School. In his spare time he runs Slow Art Day and Reading Odyssey. He lives with his wife in Brooklyn.