New book, Customer Worthy, answers question, “Why are customers so unhappy?”

posted May 14, 2010, 12:34 PM by Michael Hoffman   [ updated May 24, 2010, 10:07 AM ]

Customer Worthy, Why and How Everyone in Your Organization Must Think Like a Customer by marketing expert Michael R. Hoffman,  reveals how organizations cost their customers tens of billions of dollars in wasted time and effort annually.

Customer Worthy warns that while customer satisfaction is at an all time low, it will only get worse as customers’ technical sophistication and access to information broaden the gap between customer knowledge and employee knowledge.

Customer Worthy provides a step by step management guide for organizations struggling to catch up with tech savvy, always-on, socially networked customers.  

Intended to be read and discussed by an organization’s entire management team, Customer Worthy walks readers through a universal customer experience to illustrate just how complicated ‘simple’ transactions really are and then challenges the team to map their customers’ experience.

Customer Worthy provides a number of useful management tools including the CxC Matrix for designing, cost justifying and executing customer-centric solutions; a “Do It Yourself Customer Worthy MBA and a number of new approaches to measuring customer performance.

Hoffman’s motivation for writing Customer Worthy came while sitting on hold with Verizon when he etched out a formula estimating the amount of time and cost he invested resolving a billing error versus how much Verizon spent. “The disparity is enormous and unsustainable.” The formula is in the book’s preface.

About the author, Michael R Hoffman is a marketing strategy and technology expert. He founded CLIENT x CLIENT to help companies leverage technology to create superior customer experiences and grow revenue per customer. Customer Worthy is the compilation of his work with major brands, marketing and CRM innovators where he honed the elements of the CxC Matrix presented in the book. Mr. Hoffman held executive positions at Experian, DoubleClick and Sitel.