Customers Included: How to Transform Products, Companies, and the World – With a Single Step by Mark Hurst
My rating: 5 of 5 stars
An essential read if you care about the customer experience. This book is both an argument for attending seriously to customer experience and a how-to guide. The two authors have been enormously influential advocates and bring years of experience helping senior executives understand the supreme value of really understanding their customers. The book is a quick and engaging read that will pay off well.