RELEASING EARLY OCTOBER
Your customer experience strategy might be theatre. This book is the intermission.
Every organisation says the customer comes first. Then it sends you a "We value your time" message right before a 40-minute hold.
Somewhere between the workshops, the sticky notes, and the dashboards glowing green, customer experience stopped being about customers. It became a performance. Journey maps nobody reads. Personas nobody has met. NPS scores coaxed out of a tired call-centre script. AI bolted onto a broken process because a competitor mentioned it first.
Meanwhile, the customer just wanted the refund to work.
Have You Tried Turning the Customer Off and On Again? is the funny, ferocious, behavioural-science-backed book that says what most CX professionals are thinking and few are allowed to say out loud. Good customer experience is not about delight, empathy posters, or "wow moments." It is about competence, evidence, and the courage to tell your organisation the truth it is quietly paying you not to notice.
This is not another framework. It is a demolition of the ones that don't work, and a blueprint for the discipline underneath.
Inside, you'll learn:
Why "delight" is a trap, and what customers actually reward instead
How journey maps, personas, and workshops quietly stall the very change they promise
Why your NPS can climb while your best customers walk out the door
How incentives and OKRs breed the exact behaviour they were meant to prevent
Why "AI-first" is usually a solution hunting for a problem
How to turn customer behaviour, not opinion, into the evidence that wins the room
Who it's for:
CX and service design teams, product managers, marketers, and any leader tired of confusing motion with progress. If you've ever sat in a meeting where everyone nodded, nobody committed, and the customer was never mentioned, this one's for you.
Sharp enough to make you laugh. Uncomfortable enough to change how you work on Monday.
The discipline is sound. It's the pageantry that has to go.
Read it before your competitors do.
RELEASING EARLY OCTOBER
Your customer experience strategy might be theatre. This book is the intermission.
Every organisation says the customer comes first. Then it sends you a "We value your time" message right before a 40-minute hold.
Somewhere between the workshops, the sticky notes, and the dashboards glowing green, customer experience stopped being about customers. It became a performance. Journey maps nobody reads. Personas nobody has met. NPS scores coaxed out of a tired call-centre script. AI bolted onto a broken process because a competitor mentioned it first.
Meanwhile, the customer just wanted the refund to work.
Have You Tried Turning the Customer Off and On Again? is the funny, ferocious, behavioural-science-backed book that says what most CX professionals are thinking and few are allowed to say out loud. Good customer experience is not about delight, empathy posters, or "wow moments." It is about competence, evidence, and the courage to tell your organisation the truth it is quietly paying you not to notice.
This is not another framework. It is a demolition of the ones that don't work, and a blueprint for the discipline underneath.
Inside, you'll learn:
Why "delight" is a trap, and what customers actually reward instead
How journey maps, personas, and workshops quietly stall the very change they promise
Why your NPS can climb while your best customers walk out the door
How incentives and OKRs breed the exact behaviour they were meant to prevent
Why "AI-first" is usually a solution hunting for a problem
How to turn customer behaviour, not opinion, into the evidence that wins the room
Who it's for:
CX and service design teams, product managers, marketers, and any leader tired of confusing motion with progress. If you've ever sat in a meeting where everyone nodded, nobody committed, and the customer was never mentioned, this one's for you.
Sharp enough to make you laugh. Uncomfortable enough to change how you work on Monday.
The discipline is sound. It's the pageantry that has to go.
Read it before your competitors do.
