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Condition: BRAND NEW
ISBN: 9781400236671
Format: B-format paperback
Year: 2023
Publisher: HarperCollins Leadership


Description:



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 pe