Denis Pombriant shared a copy of his new book. The words “Solve” and “Customer Science” on the cover grabbed my analytical attention. In the introduction he says:
“Customer Science is now a necessity because so many customers are so dissatisfied — and they are not timid about telling the world why. This is a business problem and much can be done to solve it. “
The book, however, turned out to be full of empathy for the customer with terms like “bonding” and “moments of truth”
In his foreword, Paul Greenberg expresses it well:
On the one hand, businesses value profitability, revenue, shareholder value, and customer satisfaction — things that you easily can measure. On the other hand, customers value being valued. It’s a feeling, not a mathematical construct.
Not that Denis avoids mathematical areas – he simplifies complex concepts like subscription pricing and quantification of customer sentiment. My books tend to be case study heavy so I liked Denis’ similar exploration of concepts using HubSpot, HP Vertica, New England BioLabs and United Airlines among other examples.
It’s an easy (and humorous)180 page read - and shockingly under-priced at $ 2.99 for the Kindle version.
Well worth the time investment.