What does it take for a business-to-business company to succeed? The obvious answer is a hearty list of satisfied customers. But what does it take to keep such an impressive list in a competitive market? Failure Sucks! answers these questions in clear, concise, and clever terms that are much simpler and more sensible than a lot of what you've already heard.
Failure Sucks! reminds us that, at the bottom line, it takes improvement to achieve success, and improvement requires change. To accomplish change, a B2B company must use customer feedback to assess its customer's satisfaction, needs, and desires and then do whatever it takes to make sure it meets all three.
To make sure that achieving success isn't something easier said than done, Failure Sucks! includes numerous examples, checklists, and tips you can use to make sure your customer feedback program is geared toward driving customer success and, in turn, company success.
Seasoned business executive Steve Bernstein brings over two decades of hands-on development experience to this topic-and, he also brings his trademark sense of humor. Even though Failure Sucks! tackles a heavy topic, it isn't a heavy text filled with technical jargon. The tone is intentionally kept light, and comical illustrations appear throughout.
About the Author: Steve Bernstein is a leading authority on Customer Success and Voice-of-Customer programs, with twenty-plus years spent developing leading strategies and delivering hands-on execution in the discipline.
Bernstein is currently with the Waypoint Group-a think tank and consultancy helping B2B firms create more profitable customer relationships-which he founded in 2009. Prior to this, he led Solutions Development at Satmetrix, the co-developer of Net Promoter(R), and he held leadership positions at firms such as Cisco and Blue Pumpkin.
You can catch his blog posts at Customer Insight = Revenue (http: //waypointgroup.ORG/blog), or hear him speak at industry events such as VoC Fusion and Total Customer Experience Summit. He also contributes best practices in the Customer Success Beat and other publications. Follow Waypoint Group @waypointgrpb2b on Twitter.
