What Customers Hate: Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business
Written by Nicholas Webb
Narrated by James Foster
5/5
()
About this audiobook
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 front-line 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.
Nicholas Webb
Nick Webb is one of the top Customer Experience and Customer Service experts in the world. He has been awarded the "Global Gurus Top 30" designation for Customer Service, for seven years in a row. Nick is the CEO of myLearnLogic.com, a Customer Experience Training and Advisory Firm that works with some of the top brands to help them build world-class customer experiences. As a technologist, he has been awarded over 40 US patents for consumer and technology products. He has served as an Adjunct Professor for a Health Science University where he also led the Center for Innovation. Nick is the author of multiple number one best-selling books, in the area of Business Innovation, Customer Experience and Leadership. Nick is also one of the top Keynote Speakers in the area Business Growth, Innovation, Future Trends and Customer Experience. Contact the Author Nick is always excited to learn about how his readers have applied his methods to drive world-class customer experience in their own organization. Nick can be contacted through his consulting and training firm at www.mylearnlogic.com or for speaking engagements contact him at www.nickwebb.com
More audiobooks from Nicholas Webb
The Innovation Mandate: The Growth Secrets of the Best Organizations in the World Rating: 0 out of 5 stars0 ratingsThe Healthcare Mandate: How to Leverage Disruptive Innovation to Heal America's Biggest Industry Rating: 5 out of 5 stars5/5
Related to What Customers Hate
Related audiobooks
The Ultimate Marketing Engine: 5 Steps to Ridiculously Consistent Growth Rating: 4 out of 5 stars4/5Outside In: The Power of Putting Customers at the Center of Your Business Rating: 4 out of 5 stars4/5Marketing: A Love Story: How to Matter to Your Customers Rating: 4 out of 5 stars4/5Brand Aid: A Quick Reference Guide to Solving Your Branding Problems and Strengthening Your Market Position Rating: 5 out of 5 stars5/5You Need PR: An Approachable Guide to Public Relations for Early-Stage Companies Rating: 0 out of 5 stars0 ratingsDuct Tape Selling: Think Like a Marketer - Sell Like a Superstar Rating: 4 out of 5 stars4/5Why People Buy: The Real Reason Features and Benefits Selling DOESN'T WORK Rating: 5 out of 5 stars5/5Do It! MARKETING: 77 Instant-Action Ideas to Boost Sales, Maximize Profits, and Crush Your Competition Rating: 0 out of 5 stars0 ratingsHype Yourself: A no-nonsense DIY PR toolkit for small businesses Rating: 0 out of 5 stars0 ratingsObviously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It Rating: 5 out of 5 stars5/5Flip the Funnel: How to Use Existing Customers to Gain New Ones Rating: 4 out of 5 stars4/5Conversation Marketing: How to Be Relevant and Engage Your Customer by Speaking Human Rating: 3 out of 5 stars3/5What to Ask: How to Learn What Customers Need but Don't Tell You Rating: 5 out of 5 stars5/5Capture the Mindshare and the Market Share Will Follow: The Art and Science of Building Brands Rating: 0 out of 5 stars0 ratingsThe B2B Selling Guidebook Rating: 5 out of 5 stars5/5Hacking Marketing: Agile Practices to Make Marketing Smarter, Faster, and More Innovative Rating: 4 out of 5 stars4/5Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences Rating: 4 out of 5 stars4/5Category Creation: How to Build a Brand that Customers, Employees, and Investors Will Love Rating: 3 out of 5 stars3/5The Next Evolution of Marketing: Connect with Your Customers by Marketing with Meaning Rating: 4 out of 5 stars4/5Choose Your Customer: How to Compete Against the Digital Giants and Thrive Rating: 0 out of 5 stars0 ratingsGood Is the New Cool: Market Like You Give a Damn Rating: 4 out of 5 stars4/5Marketing Mess to Brand Success: 30 Challenges to Transform Your Organization's Brand (and Your Own)! Rating: 4 out of 5 stars4/5Storyscaping: Stop Creating Ads, Start Creating Worlds Rating: 3 out of 5 stars3/5Customer Centricity: Focus on the Right Customers for Strategic Advantage Rating: 4 out of 5 stars4/5
Business For You
Company Rules: Or Everything I Know About Business I Learned from the CIA Rating: 4 out of 5 stars4/5Elon Musk Rating: 5 out of 5 stars5/5How To Win Friends And Influence People Rating: 4 out of 5 stars4/5Rich Dad Poor Dad: What The Rich Teach Their Kids About Money - That the Poor and Middle Class Do Not! Rating: 5 out of 5 stars5/5The Warmth of Other Suns: The Epic Story of America's Great Migration Rating: 5 out of 5 stars5/5Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly Rating: 5 out of 5 stars5/5Extreme Ownership: How U.S. Navy SEALs Lead and Win Rating: 5 out of 5 stars5/5The Art of Happiness: A Handbook for Living Rating: 4 out of 5 stars4/5Win Every Argument: The Art of Debating, Persuading, and Public Speaking Rating: 5 out of 5 stars5/5Getting Things Done: The Art of Stress-Free Productivity Rating: 4 out of 5 stars4/5The End of the World is Just the Beginning: Mapping the Collapse of Globalization Rating: 5 out of 5 stars5/5The Anatomy of Peace, Fourth Edition: Resolving the Heart of Conflict Rating: 5 out of 5 stars5/5The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy Rating: 5 out of 5 stars5/5Your Next Five Moves: Master the Art of Business Strategy Rating: 5 out of 5 stars5/5Think Faster, Talk Smarter: How to Speak Successfully When You're Put on the Spot Rating: 4 out of 5 stars4/5Getting to Yes: How to Negotiate Agreement Without Giving In Rating: 4 out of 5 stars4/5The Millionaire Next Door: The Surprising Secrets Of Americas Wealthy Rating: 5 out of 5 stars5/5Astor: The Rise and Fall of an American Fortune Rating: 4 out of 5 stars4/5The Artist's Way at Work: Riding the Dragon: Twelve Weeks to Creative Freedom Rating: 4 out of 5 stars4/5The Sociopath Next Door: The Ruthless Versus the Rest of Us Rating: 4 out of 5 stars4/5Algorithms to Live By: The Computer Science of Human Decisions Rating: 4 out of 5 stars4/5The Charisma Myth: How Anyone Can Master the Art and Science of Personal Magnetism (Intl Ed) Rating: 5 out of 5 stars5/5The Undoing Project: A Friendship that Changed Our Minds Rating: 4 out of 5 stars4/5The Critical Moments: Navigating Power Plays, Outbursts, Ultimatums, and More Rating: 4 out of 5 stars4/5Seeing What Others Don't: The Remarkable Ways We Gain Insights Rating: 4 out of 5 stars4/5How To Lie With Statistics Rating: 4 out of 5 stars4/5Silva Mind Control Method Of Mental Dynamics Rating: 5 out of 5 stars5/5The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers Rating: 5 out of 5 stars5/5The Catalyst: How to Change Anyone's Mind Rating: 5 out of 5 stars5/5
Reviews for What Customers Hate
1 rating0 reviews