HTTP/1.1 200 OK
Date: Wed, 21 Jan 2026 04:01:27 GMT
Server: Apache
Last-Modified: Sat, 19 Mar 2022 23:25:45 GMT
Accept-Ranges: bytes
Content-Length: 8892
Content-Type: text/html
Customers Included (2nd Edition): customer experience book by Mark Hurst
Customers Included, by Mark Hurst.
Customers Included, by Mark Hurst.
Customer experience pioneer Mark Hurst has written the definitive guide to building a better customer experience. It's 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.
Customers Included is chock-full of fascinating real-world business stories and lessons, each of which illustrates the enduring power of the single greatest business principle ever created: the Golden Rule. And if you wouldn’t practice that on your customers, with whom would you?!
Danny Meyer
Author, Setting the Table: The Transforming Power of Hospitality in Business
Every entrepreneur and venture investor should read Customers Included. I will be handing out many copies!
Albert Wenger
Partner, Union Square Ventures
So many times we have an urge to jump in and solve product problems without taking the basic steps required to understand who we’re building for. Customers Included is a great reminder of what can go wrong when we start from the wrong place.
