What if every customer interaction — every click, call, email, app notification, and even your billing statement — was secretly costing you (or making you) millions?
In the original Customer Worthy, Michael R. Hoffman exposed the $100 billion problem no one was measuring: the hidden cost of bad customer experiences. Now, in this fully updated 2nd Edition, he delivers the complete operating system for turning every single customer contact into measurable revenue and unbreakable loyalty.
The Revolutionary CxC Matrix
At the heart of the book is the CxC Matrix — the only framework that maps, monetizes, and optimizes every customer contact across the entire customer lifecycle and every channel. No more silos. No more guesswork. You’ll finally see, measure, and improve what actually matters: the precise “slots” in every message, offer, bill, website, call, and IoT touchpoint.
This isn’t a book just for marketers or CX teams. It’s the playbook that forces everyone — COOs, CFOs, IT leaders, operations, sales, service, and frontline staff — to Think Like a Customer and align every decision around one question: “Is this Customer Worthy?”
Updated for Today’s Reality (2025+)
AI that now powers 95% of customer interactions
Omnichannel shoppers who deliver 30% higher lifetime value
Billions of new IoT touchpoints
Data breaches costing an average $4.88 million each
The explosion of generative AI in service and personalization
Hoffman shows exactly how to harness these forces instead of being disrupted by them — while preserving the timeless principles that made the first edition a must-read for thousands of executives.
Perfect for:
CX / Customer Experience leaders & CCXPs
CRM and Customer Success professionals
COOs, Chief Customer Officers, and operations executives
Anyone with “Customer” in their title
Marketing, sales, and technology leaders who want a genuine competitive edge
If you’re tired of hearing “your call is very important to us” while watching customers walk away — or if you want to build experiences so good they become your strongest profit engine — this book is your blueprint.
Start thinking like a customer. Start winning like never before. Available now at customerworthy.com
(Over 500,000 downloads of the framework. 5-star executive reviews. Real results for companies that refuse to treat customers as an afterthought.)
Ready to make every contact count? Grab Customer Worthy – 2nd Edition today.
Whether you're a strategy professional crafting bold visions, a business student mastering customer excellence, or a leader aiming to inspire your team, this book is your roadmap to building a culture where customers come first. Hoffman’s proven framework, rooted in real-world insights, equips you to elevate satisfaction, boost retention, and unlock unparalleled business success.
 
"A game-changer for businesses! Hoffman’s Customer Worthy delivers a masterclass in customer obsession, offering practical tools to revolutionize your organization’s approach to growth."— Journal of Consumer Marketing
 
Discover why Customer Worthy is the must-read for anyone committed to creating a customer-driven future. Get your copy today and start building a business that customers love!