Customers Know You Suck

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 whats 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.Weve all been in that meeting: something we thought users would want or do didnt 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 dont meet their quality standards. Our reviews, stock price, support tickets, and customer attrition clearly show that what we thought was good enough isnt. If you lose potential or current customers in one channel, youve 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-----Who should read this book? Mid-level, senior, lead, principal, manager, director, or higher. Juniors and those new to their careers are welcome, but might not have enough frame of reference for some of the advice and exercises. CX, UX, and Design; Business Analysts; Engineering; Product Managers; Project Managers; Lean Evangelists; Scrum Masters and Agile Coac
Marca: Delta CX Media
Ean: 9780974696034