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It only takes a few minutes and a couple of sentences.

What you will get...

Chapter 5

Discover what motivation is and how it impacts sales, service and leadership

An interview with Mark Terrell on Motivational Maps

Learn more about motivation with Mark Terrell

Chapter 6

Read about the emotional bank account and how it can help you build trust in your professional and personal relationships.

The Power of the Emotional Bank Account

Build customer and user trust using the emotional bank account

Chapter 9

Download the template to help you identify, map and manage key stakeholders and prevent them from silently killing your business.

The Power-Interest Dynamics Map

Prevent stakeholders from silently killing your business by plotting them on the Power-Interest Dynamics Map

Chapter 10

Coming soon… a completed example of the PERMEATE™ User Personas Prompt sheet plus a blank template.

The PERMEATE™ User Personas Prompt Sheet

Coming soon the PERMEATE User Personas Prompt Sheet

Chapter 11

Create a path to product adoption by combining the power of PERMEATE™ with the neuroscience of threat and reward and your user personas.

The PERMEATE™ Planning Template

Create a path to product adoption by combining the power of PERMEATE™ with the neuroscience of threat and reward and your user personas.

Chapter 12

Don’t create any Umas! Download a printable copy of The User Wellbeing Manifesto to put up on your desk or your wall.

The User Wellbeing Manifesto

Coming soon...

Share the story of Uma, Clem, Harry and Sam with your team and senior leadership to help them understand how user wellbeing could be silently killing your business

The Mystery of the Lost Customer picture book

Hi, I'm Susannah Simmons

I fell into IT training over 20 years ago after graduating from Plymouth university with my degree in business studies. I started out training on MS Office applications before moving on to more niche customer experience products and processes. I have worked in a wide range of industries including software, new homes, financial services, public sector, marketing and charities.

I am a big supporter of digital transformation and I firmly believe that to be successful, the tools need to be considered in the context of the processes and the people. This means that, whether doing the work myself (I like to get my hands dirty from time to time), or coaching others to do it, my past projects have focused on change management, stakeholder engagement, business analysis, project management, communication, training design and delivery including supporting resources and documentation.

I am considered and empathic. I actively listen and put myself in the stakeholders’ shoes to design and deliver programmes that satisfy all their needs.  I help users to feel excited about their new tools and processes and to feel confident, competent and committed to the change.

When I am not being the Software Adoption Doctor, you will find me helping people get fit and stay fit as the Feel Good Fitness Coach or spending time with the ‘Gourmet Globetrotters’ my husband (Dom) and my daughter (Harriet).

praise for the mystery of the lost customer

"This is a book for all business owners as it really made me think beyond the immediate client to the people using the product. As a training business owner, I have wrestled with balancing the needs/expectations of the client, who commissions, with the participants that I work with but I’ve never had it explained so clearly why this can be hard before! And thinking about the wider impact of ‘selling a product’. Susannah takes us on such a lively journey using a story which is entertaining and thought provoking. Her images are fabulous and bring home that any product has to survive contact with real workplaces."
Dr. Emma Williams
Founder and Owner, EJW Solutions Ltd.
"An engaging, unconventional business book that redefines the understanding of customer satisfaction. A fascinating, quick read that will leave you questioning long-held beliefs."
Praise for The Mystery of the Lost Customer from Debbie Jenkins
Debbie jenkins
Asset Creation Coach and author of Stop Writing Books Nobody Reads
"Susannah crafts an accessible stealth textbook, in the form of an easy-to-read conversational, small but mighty business book. As a business owner, The Mystery Of The Lost Customer, gave me a new way to view my business through the lens of its functioning wellbeing. The genius model of ‘PERMEATE’ will encourage you to approach your business from a wellbeing point of view – what a great takeaway plus all those resources! A trainer’s dream. Thank you."
Anna Marsden
Anna Marsden
Trainer & Coach at Luminescence Communications
"Susannah has created a story within a story that will entertain and, more importantly, educate. We all learn that give a person a hammer and everything looks like a nail. But if you have bolts that need nuts threaded on, then it does not matter how fancy the hammer is, it still won’t work. Susannah’s PERMEATE model will help you understand what your customers and employees really need to create success."
Praise for The Mystery of the Lost Customer from Dan Kowalski
Dan Kowalski
Solution Instigator and author of W.I.S.E. Choices At Work

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© S&D Simmons T/A ProductivIT