The 5-Star Customer Experience
Three Secrets to Phenomenal Customer Service
Learn where you are now, what to do, and how to improve the Customer Experience your business delivers to its clients and see the revenue growing faster as a result. Show you care about customers by having this book!





An awesome read - you will find yourself inspired to approach the challenge of becoming more customer-centric in a structured and methodical way. Janne shows us that it's not rocket science by breaking it down into bite-sized steps. It is part of learning how to fish, not where to buy a meal.
Anthony Pearmain Partner, StratMetrix.com
Dr. Janne Ohtonen is one of the greatest talents in Customer Experience Management and renewing the ways organizations operate today. He has spearheaded the multidisciplinary field of Outside-In thinking for years, combining CEX in a holistic way to more traditional domains of managing companies. His new book on Customer Experience Innovation is a hands-on guide for business leaders targeting Customer-Centric Business Transformation. In the book he describes the techniques in detail, verified in real-life business cases. I have been honored to work with him in few of them, utilizing these techniques highly successfully.
Tuukka Heinonen Service Delivery Manager, Provad Ltd
We are using the Customer Experience Innovation framework at Fortune Rookies, and this book is extremely helpful because it gives an excellent description of the method and makes it easy to understand
Harri Kulmala Head of Operations & Strategy, Fortune Rookies
If you want to ensure long-term business success, then you will find Dr. Ohtonen’s book invaluable – a must-read blueprint for putting the customer at the heart of your organization.
Marcos Moret Managing Director, Moret Consulting
This book helped me to clearly articulate the gap between the needs of the organization and that of the customer. Dr. Ohtonen does a brilliant job in understanding and quantifying the reasons as to why having a long-term holistic view of customers’ needs is pivotal to business success.
Nelson Socorro Senior Manager – Customer Propositions
Customer Experience Innovation has opened my eyes to the problems businesses face when trying to keep customers satisfied. I would highly recommend this to anyone that wants to understand customer thought process and how to stay up to date with emerging trends.
Liam Royden
As a customer experience professional, I found this book to provide valuable insight, relevant to both the new practitioner and old hands alike. The advice it offers is both inspiring and practical, providing a toolkit for approaching customer experience evolution that can easily be adopted by any business. The author tells you why you need customer experience innovation, how you should do it and how to measure its impact and, essentially, the return on investment it provides, once you have done it. An indispensable resource for any customer focused team or individual – it’s a book you will refer to again and again!
Danielle Sheerin Senior Customer Experience Manager
Janne’s book is a fabulous dive into the world of Customer Experiences set in a hard-core business context. He methodically unpacks useful methodologies designed to tackle the most critical organizational question: how to powerfully align customers’ expectations, needs, and desires with company’s products and services. Customer Journey Mapping is given a closer look, and rightly so. A lot of the delights and challenges customers encounter can be exposed using this tool. In short, anybody who directly or indirectly depends on customers for their success – that is pretty much all of us – should find Janne’s book extremely useful.
Kamil Michlewski, Ph.D. Senior Consultant at Human Innovation
I found myself trying to adapt to the situation of the case customers and mentally to suggest what the company should have done differently or how they could have improved the customer experience. After reading this book, I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries.
Jenna Heinonen, MBA HR Professional
Janne is a coach, speaker and trainer that has been equipped with the best material and has developed the proper skill set to work with clients one-on-one, in group settings, and through workshops and seminars to visualize, create, and execute a customized leadership strategy to best fit your needs. He has been trained by the best and I know it shows.
Juan Rodolfo Zambrano Romay Consultant at Zambrano Romay & Travieso Conseillers
Close to $1million in New Revenue Were Achieved With The Secrets Revealed in The Book within Just 4 Months
In this Book You Will Discover About CUSTOMER-CENTRIC...
REVENUE GROWTH
You are knowledgeable to explain why Customer Experience Innovation is vital for the sustainable growth of your company’s revenue
BUSINESS PROFIT
You are the master of creating a Customer Experience Blueprint that wows the customers and brings in the profit for the business
COST EFFICIENCY
You know how to use Customer Journey Mapping tools including step-by-step guides and examples with illustrations to optimize cost efficiency
You Will Receive ALL of These FREE BONUSES!

TERMS & CONDITIONS APPLY: Applies only to books purchased through this website. The paperback book must be in new condition to be returned. The buyer is responsible for any shipping costs related to sending the book back to the author. If you want to arrange a refund for a book you bought through this website, please contact the author by email janne @ threecustomersecrets.com
Meet The Author

Dr Janne Ohtonen, CCXP
Dr. Ohtonen believes that the most dramatic transformations to an organization’s profitability, efficiency and performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture, and Innovation. This requires leadership and commitment, both of which he provides expertise in. Dr. Ohtonen is a regular contributor as a Keynote Speaker to C-level roundtables, MBA courses, and international conferences. He delivers practical expertise in Customer Experience Management, Principles of Leadership, and Innovation and Change.
Connect with the Author at https://linkedin.com/in/janneohtonen
Dr. Ohtonen believes that the most dramatic transformations to an organization’s profitability, efficiency and performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture, and Innovation. This requires leadership and commitment, both of which he provides expertise in. Dr. Ohtonen is a regular contributor as a Keynote Speaker to C-level roundtables, MBA courses, and international conferences. He delivers practical expertise in Customer Experience Management, Principles of Leadership, and Innovation and Change.
He has worked with well-known companies like Apple, Avios, British Telecom, Pfizer, IAG Group, Satmetrix, DST Systems, Aviva, Metro Bank, and British Airways. Dr. Ohtonen has also published several books on customer-centric business process management and capabilities. He typically engages with:
- Board members & C-level leaders looking to achieve a significant improvement in Customer Experience and Loyalty.
- Top executives who need Voice of Customer programme and Customer Advocacy expertise.
- Business leaders who want to maximize results and overcome common Customer Experience challenges.
- Business owners who need an expert to deliver dramatic transformation in organization’s efficiency, profitability & performance through world-class Customer Experience.
Dr. Ohtonen helps top business leaders to:
- Improve the customer experience your company provides to a world-class standard.
- Lead turnkey customer-centric change initiatives from concept to practical delivery.
- Support the building of customer-centric innovation culture.
- Design and implement high-performing voice of customer programs.
- Create strategies to improve business efficiency, profitability and performance.
Dr. Ohtonen was born and raised in Kajaani, Finland. He now lives with his wife and son in London, United Kingdom, known for its international business ambiance. He is a Certified Scuba Diving Instructor and enjoys to explore the underwater world.
A portion of his pre-tax income is donated to charities creating a livelihood for the poor.
Janne is a customer experience guru. He is creative in his vision of what a customer centric business should be, and has more knowledge in customer experience and engagement than anyone I have worked with in the past. It's a pleasure to work with him.
- Craig Bens, Learning & Development Manager
Janne is a true customer experience champion and he is very knowledgeable about all aspects of customer engagement. Great to work with, Janne leads by example and knows how to motivate his colleagues.
- Ulla Rannikko, Senior Digital Insight Analyst
Janne is an inspiring individual to work alongside, he is someone who is always doing something to further develop himself but also Avios. Janne clearly has a high level of expertise in business being able to bring new ideas to the table and a different way of looking at things.
- Jenny Austin, Human Resources
Janne is one of the coolest but at the same time strategically inclined professionals I have worked with; he was very clear with his objectives and his requirements and this made working with him a wonderful experience. Janne also does well in assessing and sizing up those he works with and uses those assessments and conclusions for better outcomes.
- Ambi Moorthy, Product Marketing Manager at Zoho Corporation
Janne is a driven individual with plenty of energy and fresh new ideas. He gets things done and is excellent at finding information he needs to accomplish any task.
- Petri Reiman, Chief Technology Officer, Affecto Finland Ltd
Janne is a skilled professional with top-quality results, a great co-worker and a friend at the same time. It's always a pleasure to work with him in the same team.
- Andrei Legeza, Development Manager, Berner
I got to know Janne when we were both studying at the JTO for the certified coach training. As part of our training, Janne coached me, so I can warmly recommend him as a coach.
- Rauna Kolehmainen, Vice President, Human Resources, Uponor Group
-
Q.In which formats is this book available?
A.The 5-Star Customer Experience book is available in Paperback and Ebook formats. Both versions come with additional online resources on the exclusive book website.
-
Q.Is there an affiliate model available?
A.Yes, contact the author with email janne @ threecustomersecrets.com for further discussion or visit the Affiliate page.
-
Q.Can I return my book if I changed my mind?
A.Yes you can return the book for 30 days, if you bought it through this website. For paperback the book must be in new condition and buyer is responsible for shipping costs back to seller.
-
Q.What payment methods are available?
A.You can use any major credit and debit cards as well as PayPal. Your purchase from the author are guaranteed by PayPal protection. Amazon and the publisher offer their own payment methods.
-
Q.How do I know this is not some online scam?
A.You can verify this is a genuine book from the Amazon website at http://amzn.to/2ifQY46. You can also check the author’s background at http://www.linkedin.com/in/janneohtonen or contact the author by email janne @ threecustomersecrets.com. You can also download a book sample from this page.
-
Q.What additional materials will I receive with the book?
A.You will get access to exclusive members-only area in the book website which contains free educational videos and other materials as well as possibility to connect with other people in our customer experience community. You will find the website address to access the materials from the book.
-
Q.When will my Ebook be available?
A.Your Ebook will be made available automatically after payment. You just have to register for the access and start reading.
-
Q.What does the Book price include?
A.The price includes the book and worldwide shipping and handling costs for the Ebook. You are responsible any taxes or customs in the receiving country.
-
Q.When will my Paperback Book be available?
A.Typical delivery time is 1-2 weeks (subject to where the book is sent to). All shipping timelines and service levels are based on the date your books leave the printing warehouse. You’ll receive an e-mail on the day your order is shipped. This email will contain shipping tracking numbers if you’ve selected a shipping method with parcel tracking.
-
Q.Who owns the IPR?
A.All Intellectual Property Rights for the books and this website are held by the author Dr. Janne Ohtonen. The IPR has been officially checked, approved and protected by the U.S. copyright authorities.
Case Study on Results Achieved Using The Advice From
The 5-Star Customer Experience Book
© Dr. Janne Ohtonen, 2017. All rights reserved.

Don't Miss The FREE BONUSES!
Before you go, I just wanted to remind you that the FREE BONUSES are only available through this exclusive The 5-Star Customer Experience website. By purchasing the book right now, you'll get two additional BOOKS, CONSULTATION and a DIGITAL COPY with the paperback book. VALUE OF THESE BONUSES IS $286! We will donate some of the proceedings of this book to charity, so order now do some good for yourself and others.