Mark Hurst

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, Google, 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. Mark Hurst, a pioneer in the field of… Show more

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, Google, 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. Mark Hurst, a pioneer in the field of customer experience, provides practical tips for a strategic, customer-inclusive approach that generates results. Show less

"Bit Literacy" is essential reading for anyone who has experienced "digital overload": the daily flood of e-mail, multiple todo lists, a cluttered desktop, documents in various file formats, and the constant distraction of cell phones and other devices. More than a quick fix or another "how-to" guide, the book offers an entirely new way of attaining productivity that users at any level of expertise can put into action right away. This is "bit literacy," a method for working more productively in… Show more

"Bit Literacy" is essential reading for anyone who has experienced "digital overload": the daily flood of e-mail, multiple todo lists, a cluttered desktop, documents in various file formats, and the constant distraction of cell phones and other devices. More than a quick fix or another "how-to" guide, the book offers an entirely new way of attaining productivity that users at any level of expertise can put into action right away. This is "bit literacy," a method for working more productively in the digital age, with less stress. Show less