Mark Hurst is coming to RVA. Tuesday, July 15th at 10:00 AM Mark will be speaking at Snagajob HQ about his new book “Customers Included.“

In this talk, customer experience pioneer Mark Hurst draws upon real-world examples to explore the critical need of taking a ‘customers included’ approach when developing a product or service.

Whether it’s designing a new water pump in Malawi or configuring shelves in Walmart, Hurst lays out three essential rules for success: 1. Observe customers directly; 2. Discover key unmet needs; and 3. Build consensus.

Mark Hurst, founder and president of Creative Good, has spent his career writing and speaking about how organizations and individuals can create better customer experiences. Recently, he co-authored Customers Included, a book about strategy and customer experience.

In 2003 Hurst founded the Gel Conference, which annually spotlights people and projects that create some good experience (and has featured the first stage presentations for Wikipedia, Marissa Mayer, Ze Frank, Khan Academy, and others).

Mark began his Internet career as a graduate researcher at the MIT Media Lab, then worked with Seth Godin at Yoyodyne, which was later sold to Yahoo. He holds bachelor’s and master’s degrees in computer science from MIT.