What Customers Hate
Drive Fast and Scalable Growth by Eliminating the Things That Drive Away Business
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What Customers Hate
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Narrated by:
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James Foster
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By:
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Nicholas Webb
About this listen
This book will teach you how to eliminate what customers hate and lead your market and customer satisfaction.
Whether you’re selling to consumers or business-to-business (B2B), perfection in the marketplace does not exist. When making buying decisions, customers are faced with an array of imperfect choices. The best organizations in the world are not only delivering great customer experience, but they’re also taking steps to proactively avoid the things that customers hate. These companies have learned that if you can eliminate what customers hate, you will instantly become the best option in your market.
No company, brand, or service enjoys 100 percent love. There will always be some degree of hate in the mix. Hate is a source of friction, and if there is too much friction, the process of moving products and services - regardless of their high quality - into the hands of customers will grind to a halt.
What Customers Hate will show you how to avoid the common pitfalls that have damaged some of the best organizations and best teams in the world, and how to change the philosophical view of customer experience so you can learn that customer experience is actually an innovation activity.
This customer experience playbook will give you actionable takeaways that include:
- How to turn an upset customer into a customer for life, in five easy steps.
- Why “haters” will determine your organization’s growth and profitability.
- How to thrive in the “experience economy”.
- The importance of the five-touch journey mapping.
- The impact of hate-love personification.
- How to turn your customers into “Evangelists”.
- The power of: attraction, promotion, retention, and avoiding deflection.
- The secrets of the best organizations in the world.
This book is the product of many years of frontline work with some of the top brands in the world and their customers. Set aside the theories and concepts, this is the playbook you need. You’ll find that this approach will make it fast and easy to drive scalable growth, profitability, and most importantly, customer happiness.
©2022 Nicholas Webb (P)2022 HarperCollins LeadershipListeners also enjoyed...
What listeners say about What Customers Hate
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Overall5 out of 5 stars
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Story5 out of 5 stars
- Tracy B
- 23-03-22
A little book with big ideas!
I absolutely loved this book! Filled with good examples and interesting stats to back up the lessons.
Customer experience, the customer journey and how we use data to comfort ourselves, don’t alway reflect reality. This book forces you to examine CX and employee happiness more closely. The relationship between the two can’t be ignored either!
As a senior marketing professional, I have seen different approaches to customer throughout my career, but can honestly say I have never been in a company that has gotten it right.
I would strongly recommend this book to anyone in an organisation of any size who is serious about working towards getting better than their competitors. In an age where customers find you easily (hopefully), but can easily turn on you, it has to be worth the effort.
Includes interesting sound bites that I have already used in the course of my work! This is one I will listen to again and again.
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