Contributing a Practive Example to Managing the Customer Experience
What Is a Practical Example Contribution?
A practice example is a short vignette, typically 250 to 500 words, that highlights an example of excellence in your organization. Each vignette connects directly to a theme in the book.
For example, there is a chapter on organizational values. A contribution in that chapter might describe:
- What your organization values
- How those values show up in the community
- How those values shape how you serve customers
An organization might share:
- “We value education, so we teach classes in the community.”
- “We value giving back, so we run an annual fundraiser.”
- “We value transparency, so we train our team to communicate proactively and clearly.”
The vignette explains who you are, what you stand for, and how those values show up in action.
Typically, there is:
- 250–500 words describing the example
- 150–250 words introducing your organization
In essence, it reads like this:
Here’s who we are.
Here’s something we do well.
Here’s how it connects to this idea.
These stories bring textbook concepts to life through real-world application.
Who Should Contribute?
I am not looking for celebrities or for corporate PR teams (although they are welcome). I am looking for small business owners and service providers, people like you who are in the trenches.
I am looking for those who are navigating difficult conversations. The ones deciding whether to refund, whether to hold the line or whether to say no. The ones balancing kindness with sustainability.
In fact, the strongest contributions often come from people who are still refining their systems and learning through experience. If you are in business and regularly making difficult judgment calls about how to treat people well without harming your company, you are exactly who I’m looking for.
What If Something Negative Is Written About Us?
It won’t be, full stop. My commitment as an author is to publish work that highlights strengths, growth, and thoughtful practice. None of my books are written to shame, criticize, or expose. They are not cautionary case files.
If something is included, it is because it showcases something done well, something learned, or something intentionally improved. The purpose is contribution and excellence, never critique.
Will I Have Control Over What’s Written?
Yes. Completely.
The process works like this:
- You submit a draft — or share your story verbally.
- I review and suggest edits for clarity or structure.
- Any proposed revisions are sent back to you.
- You approve, adjust, or remove changes.
- Once we agree on the final wording, you will receive a release form showing the exact text that will appear.
If the release form is not signed or if we do not reach a final agreement, the text does not go into the book. Nothing is published without your approval.
What If I Don’t Like to Write?
That is very common.
If you would like to contribute but writing is not your strength, I am happy to:
- Schedule a phone call
- Meet over Zoom
- Sit down for coffee
You share the story. I write it out. Then you review and adjust until it sounds like you. If you do not have a professional bio, I can help draft one to include with your contribution.
What If We’re Not Experts?
You do not need to be.
Customer service is something organizations do, not something most specialize in exclusively.
There are very few businesses that exist solely to be “experts” in customer service. What matters is not perfection.
What matters is:
- Real experience
- Thoughtful decisions
- Growth
- Lessons learned
- Systems that improve over time
Your story could be:
- Something you do exceptionally well
- Something you learned the hard way
- A boundary you had to create
- A process you refined
We are not looking for flawless organizations. We are looking for real ones.
Why Your Contributions Matters
Textbooks explain ideas. Stories show them. Your contribution helps readers see what strong customer experience systems look like in real life. It bridges theory and practice.
If you’re interested in contributing to Managing the Customer Experience, I would love to have that conversation. Please reach out by email to info@lizpenner.com or by phone at 604-376-3350.