Customers Know You Suck book cover

Customers Know You Suck

Actionable CX Strategies to Better Understand, Attract, and Retain Customers

In its first week on Amazon, it was the #1 New Release in Amazon's Business Decision-Making, Strategic Business Planning, Consumer Behavior, and Customer Relations categories.

It reached #28,305; with over 12 million books on Kindle, that puts it in the top 0.2%.

About this book

Customers Know You Suck is the how-to manual for customer-centric product-market fit. Its highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX). Learn how to investigate, diagnose, and act on what’s blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty. Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments.

We’ve all been in that meeting: something we thought users would want or do didn’t happen as expected. How did we get that wrong and how do we keep that from happening again? Too often, product and service decisions are not guided by customer intelligence data. Where we lack knowledge, we work from guesses and assumptions, introducing or increasing risk.

Customers expect high quality and value from every interaction with your company. People notice when we don’t meet their quality standards. Our reviews, stock price, support tickets, and customer attrition clearly show that what we thought was “good enough” isn’t. If you lose potential or current customers in one channel, you’ve probably lost them in every channel.

But transforming toward customer-centricity strengthens customer relationships and increases revenue. Save money, reduce risk, work more efficiently, and improve culture while increasing customer satisfaction and loyalty.

“Transforming Toward Customer-Centricity” is the live interactive workshop version of some of the key points and exercises in the book. https://deltacx.link/ttcc-training

Target Audiences

  • Managers, leaders, and execs
  • Strategists and analysts
  • Workers at all levels, though the book assumes you have had at least your first tech or corporate job.
  • Product, Marketing, Support, Engineering, Data, CX, UX, and everybody else.

Print Length
334 pages

Language
English

Publication
Dec 2, 2022

Size
7 inches x 10 inches

Formats
From Amazon: Kindle, Paperback, Hardcover, Large Print Paperback (15-pt type).
From this website: EPUB and PDF.
From Audible: Audiobook coming in late Dec 2022.

Related Training
Full-day workshop, corporate training, conference keynote or presentation.

 

Buy from Amazon

For the large print version, please search your regional Amazon for “Customers Know You Suck Large Print.”

Reader Quote

“Every chapter in Customers Know You Suck has something that makes me think, “If only that annoying person in my company understood this.” The book contains a lot of principles and practical advice, and can be easily skimmed if you need to go deeper into one of the topics. It’s a manual, and I mean this in a very positive way: it’s deep, it’s comprehensive, and it’s chunked in a way that allows me to find the answer to a specific question the moment I need it. There are a lot of short paragraphs with precise titles, boxes with specific examples, and separate chapters for interviews. It’s super helpful, and easy to find topics I want to explore.”

Ilaria Fioravanti, UX Designer

ISBNs

978-0974696003 Kindle
978-0974696041 EPUB
978-0974696010 Paperback
978-0974696058 Large Print Paperback
978-0974696034 Hardcover with full color internal print