Coming Soon | Managing the Customer Experience for Small Businesses and Entrepreneurs

My second book is under contract and in production with Routledge, part of the Taylor & Francis Group, for a textbook I have written, Managing the Customer Experience for Small Businesses and Entrepreneurs.

Routledge is a global academic publisher and part of the Taylor & Francis Group, one of the world’s leading publishers of scholarly research and professional titles. Routledge publishes authoritative works across business, law, education, and the social sciences, and is recognized internationally for its rigorous editorial standards and contribution to professional scholarship.

I'm pleased to share the back cover text for the book:

In a world where customer experience is the ultimate differentiator, Managing Customer Experience is the essential guide for entrepreneurs and small business owners navigating the complex demands of today’s service landscape.

Unlike books that focus on the strategies of corporate giants, this practical and insightful resource is tailored to the unique challenges faced by small businesses and service providers who work directly with their customers. Grounded in the PRE model -Profitability, Relationships, and Execution - it offers actionable tools and frameworks to help readers: build customer loyalty without overextending resources, maintain warmth and professionalism in every interaction, and charge fairly for the value they deliver while ensuring long-term growth.

With a focus on critical thinking, people management, and decision-making, the book empowers readers to see their customers clearly, understand their needs, and deliver consistently high-quality service. It blends empathy with economics, providing strategies to build trust, communicate with confidence, and create profitable, enduring relationships in an increasingly digital and automated world.

Whether you’re an entrepreneur or a small business owner striving to balance today’s demands with tomorrow’s reputation, this book is your roadmap to sustainable success.

The book will be essential reading for undergraduate and graduate students.

About the Author

Liz Penner is a writer, educator, and real estate professional whose work explores leadership, customer experience, communication, and human behaviour. Drawing on more than twenty years of industry experience and her work as an instructor at the British Columbia Institute of Technology and the Fraser Valley Real Estate Board, she brings research and lived experience together in clear, practical ways.

Liz is the author of Leadership in Real Estate: A People-First Approach to Brokerage Recruitment, Retention, and Team Building and Managing Customer Experience: Small Business and Entrepreneurship Essentials. Her current work, Letters Unsent, is a collection of essays and reflections on pain, rupture, accountability, and hope.