Why Your Customers Hate You by Lawrence Telfer is a must-read guide for every business leader who wants to stop pushing customers away and start building unshakable loyalty. Packed with real-world case studies, hard-hitting data, and actionable solutions, this book reveals the subtle ways businesses alienate their customers—often without even realising it.
From over-automation to broken promises, Why Your Customers Hate You uncovers the truth behind modern CX failures and offers a clear roadmap to transform frustration into advocacy. You'll learn how to master transparency, fix broken trust, and meet customer expectations in a fast-paced, ever-evolving world.
What’s Inside:
- The pitfalls of over-reliance on automation and how to balance it with empathy.
- The real dangers of unclear policies, hidden fees, and unrealistic guarantees.
- Proven strategies for rebuilding trust when things go wrong.
- Insights on customer behaviour and how to truly understand your audience.
- Tools to implement faster responses, clearer communication, and stronger personalisation.
In addition to invaluable advice and strategies, this book features three exclusive Extras sections that provide even more practical guidance:
Customer Experience Toolkit: A hands-on guide with ready-to-use templates, checklists, and frameworks to help readers audit, plan, and improve their customer experience strategy. Includes a customer feedback survey template, journey mapping framework, and step-by-step guidelines for setting measurable CX goals.
CX Myths Debunked: A thought-provoking exploration of common misconceptions in CX. Learn why automation alone can’t solve everything, why customers value experiences over price, and how to avoid the small frustrations that cause major loyalty breakdowns.
Crisis-Proofing Your Customer Experience:
A dedicated playbook to help businesses navigate CX challenges during crises, such as PR mishaps or operational disruptions. Discover how to establish a crisis response team, communicate transparently, and turn recoveries into trust-building opportunities.
Whether you're looking to repair damaged relationships, turn complaints into opportunities, or take your customer experience strategy to the next level, this book provides the insights and tools to make it happen. With a blend of storytelling, expert advice, and practical takeaways, Why Your Customers Hate You is the ultimate CX playbook for creating lasting connections and driving business growth.
