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Nicholas J. Webb
What Customers Hate
Eliminate the friction points your customers loathe—and turn every interaction into a loyalty-building opportunity.
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What's You Learn?
Eliminating friction points drives growth faster than adding features – What Customers Hate by Nicholas Webb reveals how removing pain beats creating pleasure.
This comprehensive customer experience summary and main ideas explain:
What most summaries miss: Webb's data shows fixing what customers hate yields 5x higher ROI than adding what they love.
Eliminate friction with Click.Apply.Grow™: List ten customer complaints today. Fix three immediately. Measure satisfaction weekly. Companies addressing customer hate points see 73% reduction in churn.
Stop adding. Start subtracting.
This comprehensive customer experience summary and main ideas explain:
- Hate Insights - Identify specific friction points that drive customers away silently
- Innovation Through Elimination - Remove obstacles instead of optimizing broken systems
- Fresh Perspective - Reset outdated policies by seeing through customers' eyes
- Relentless Improvement - Transform hate insights into friction-free experiences continuously
What most summaries miss: Webb's data shows fixing what customers hate yields 5x higher ROI than adding what they love.
Eliminate friction with Click.Apply.Grow™: List ten customer complaints today. Fix three immediately. Measure satisfaction weekly. Companies addressing customer hate points see 73% reduction in churn.
Stop adding. Start subtracting.
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About the Author
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
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