By Annabel Dunstan, CEO & Founder, Question & Retain
Listening well is the foundation of trust, loyalty, and growth. Over the past decade, I’ve worked with organisations across industries to uncover what members, clients, and employees really think — and more importantly, to help leaders act on those insights.
The Listen.Better Series brings those lessons to life in three practical, accessible books — each focused on a key relationship that can make or break your success.
📘 Book 1: The Art of Membership
Subtitle: Lessons learned from listening to thousands of members
Foreword by Brian Berry
Membership isn’t just about access. It’s about belonging. Discover how to attract, engage, and retain members by delivering value that’s felt, not just promised. Packed with strategies for building community, creating loyalty, and turning members into advocates.
📗 Book 2: The Art of Client Satisfaction
Subtitle: How to deliver services that build loyalty and drive growth
Foreword by Louise Vaughan
Clients have more choices than ever. Learn how to go beyond good service to create experiences that deepen trust, drive repeat business, and turn clients into partners for the long term.
📙 Book 3: The Art of Employee Experience
Subtitle: How to design workplace cultures that build trust, loyalty, and long-term success
Foreword by Alex Morris
Your people are your greatest competitive advantage. This book shows you how to build a culture where employees feel valued, heard, and motivated from their first day to their last.
Why These Books Work Together
Each title in the series stands alone, but together they form a complete playbook for building better relationships in every direction with your members, clients, and employees. The approach is simple but powerful:
- Listen. Gather insight into what people truly value.
- Act. Turn those insights into visible, meaningful changes.
- Improve. Build a habit of continuous listening and improvement.
📚 Get the full series on Amazon here