Descrição do livro
Most startups treat customer experience as "something for later." The founders who win treat it as the foundation.You built a great product. You raised funding. You're growing the team. And somewhere in that sprint, customer experience quietly became someone else's problem — until churn crept up and you couldn't explain why.After 18 years in the field — from call center headset to Resolution Manager at a Fortune 500 retailer — the author has watched the same pattern play out across industries: retail, platforms, SaaS, telecom. The products were different. What customers wanted was always the same: not to be ignored, to be resolved on time, and to be remembered.This isn't another theory book. It's 40 short chapters — one a day, 30 minutes each — built entirely from real field experience, with the frameworks, templates, and worksheets to act on immediately.Inside, you'll learn how to:
What makes this book different: every principle is illustrated with real, recognizable cases — Slack, Venmo, Apple, Costco, Facebook, Airbnb — broken down not as case studies, but as decisions you can copy.The book closes with a full Appendix of 7 ready-to-use templates: a four-pillar CX self-diagnosis checklist, a persona card, a customer journey map, a service blueprint canvas, a VOC priority matrix, an Aha Moment worksheet, and a churn & retention worksheet — print them, project them, and fill them in with your team today.Customer experience isn't a luxury for companies with big budgets. For a startup, it's the most realistic weapon you have.Scroll up and start building the experience that keeps your customers coming back.
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