What Customers Hate: Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business

by Nicholas Webb

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 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.

240 pages, Paperback

Published March 15, 2022

Reviews

[Ell · Rating 5 out of 5]

Practical, impactful, and educational....these are the words I would use to describe this book. I knew from the first few pages this book was more than theoretical. It is prescriptive and unparalleled. If you have customers, you want to read this book!

[Darya · Rating 5 out of 5]

This is one of the most comprehensive customer success books that I had in my hands by now. What you will find: plenty of useful business cases, very good structure that will guide you through stages of engagement with your customers. Some approaches are well-known and observed from a different angle, some of them are novel and definitely worth trying. I have learned a lot that what customers hate is times more important information compared to what they may live about company or product. You find new ways of NOW and approaches to customers surveys to be tested. The book is worth reading.

[Corrica · Rating 4 out of 5]

This is a beneficial book that has helped transform my understanding of the product for my company. Instead of focusing on what people love, I have shifted my view, and it has made a monumental impact on my life. I highly recommend this book to anyone who works with customers, but ESPECIALLY people on product teams and product managers.

[RomanceLover · Rating 4 out of 5]

Good book with great insights. I just wish there was more on how to implement the knowledge instead of just advertising for the software of the author that will do it for you.