Customers Know You Suck serves as a practical guide for achieving customer-centric product-market fit through actionable models, maps, and processes aimed at enhancing the Customer Experience (CX). It teaches how to identify and address obstacles that hinder teams, emphasizing the importance of gathering evidence and data to inform decisions that boost satisfaction, conversion, and loyalty. The governance model provided helps implement and monitor changes and experiments effectively. The book addresses common pitfalls in product and service decisions, highlighting the risks of relying on assumptions rather than customer intelligence data. It underscores that customers expect high quality and value in every interaction, and failing to meet these standards can lead to negative consequences reflected in reviews, stock prices, and customer attrition. A shift towards customer-centricity not only strengthens relationships but also drives revenue growth, reduces risk, and enhances organizational culture. Targeted at managers, leaders, strategists, and various roles within organizations, this manual encourages readers to advocate for change, even if they lack direct authority. The structured format, featuring concise sections and practical advice, makes it easy to navigate and find relevant information. It critically examines common high-level advice and guides readers toward actionable steps for improvement.
