What Customers Hate

Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business

What Customers Hate
Nicholas Webb
Our Price:
NZ$ 35.00
Paperback
h213 x 139mm - 240pg
15 Mar 2022 US
International import eta 7-19 days
9781400236671
Out Of Stock
Currently no stock in-store, stock is sourced to your order
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.
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 AuthorNick 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
Status: Active
ISBN-13: 9781400236671
Published: 15 Mar 2022
Published In: United States
Imprint: HarperCollins Leadership
Publisher: HarperCollins Focus
Format: Paperback
Height: 213mm
Width: 139mm
Spine: 16mm
Weight: 213g
Pages: 240

In stock - for items in stock we aim to dispatch the next business day. For delivery in NZ allow 2-5 business days, with rural taking a wee bit longer.

Locally sourced in NZ - stock comes from a NZ supplier with an approximate delivery of 7-15 business days.

International Imports - stock is imported into NZ, depending on air or sea shipping option from the international supplier stock can take 10-30 working days to arrive into NZ. 

Pre-order Titles - delivery will vary depending on where the title is published, if local stock is available in NZ then 5-7 business days, for international imports it can be 10-30 business days. In all cases we will access the quickest supply option.

Delivery Packaging - we ship all items in cardboard sleeves or by box with either packing paper or corn starch chips. (We avoid using plastics bubble bags)

Tracking - Orders are delivered by track and trace courier and are fully insured, tracking information will be sent by email once dispatched.

View our full Order & Delivery information