Customers Included Book Summary

In 'Customers Included,' Mark Hurst and Phil Terry unveil a revolutionary approach to product development by placing customers at the heart of decision-making. This insightful guide challenges conventional business practices, urging companies to embrace the invaluable perspectives of their customers. With practical strategies and compelling case studies, the authors demonstrate how this single step can lead to profound transformations in products, companies, and ultimately, the world. Discover how prioritizing customer voices can ignite innovation and foster lasting loyalty. Are you ready to rethink your approach and create something remarkable?

By Mark Hurst, Phil Terry

Published: 2013

""To truly innovate, we must include customers in every step of the process, turning their insights into the fuel for transformative change.""

Book Review of Customers Included

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.

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"To truly innovate, we must include customers in every step of the process, turning their insights into the fuel for transformative change."

Customers Included

By Mark Hurst, Phil Terry