Customers Know You Suck is the how-to manual for customer centric product marketing. Its highly actionable models, maps, and processes empower everyone to improve the customer experience (CX). Learn how to investigate, diagnose, and act on what's 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.

We’ve all been in that meeting: something we thought users would want or do didn’t 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 don’t meet their quality standards. Our reviews, stock price, support tickets, and customer attrition clearly show that what we thought was “good enough” isn’t. If you lose potential or current customers in one channel, you’ve 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.

Who should listen to this audiobook? Managers, leaders, and execs. Strategists and analysts. Product, marketing, support, engineering, data, CX, UX, and everybody else. This audiobook is about creating change. Where you don't have that authority, please bring ideas to those above you in your org.