What Customers Hate : Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business
Author: Thomas Nelson
ISBN: 9781400236671
RM93.95
Publisher,HarperCollins Leadership
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Format, Paperback
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Shelf: Non-Fiction Books / Business Finance & Accounting / Consumer Behaviors
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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.
