Nincompoopery: Why Your Customers Hate You--and How to Fix It

by John R. Brandt

CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization can innovate in ways that delight customers and attract top-level talent. Nincompoopery--terrible customer service, idiotic business processes, and soul-crushing management practices--surrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve. In Nincompoopery , Brandt leverages research across thousands of companies to show leaders how to find and kill the corporate stupidity that drives customers crazy. It usually starts by asking simple questions, such Brandt has worked with hundreds of companies to help them outwit competitors, and in this book, he shares his unique blueprint for success. Nincompoopery offers leaders the answers they need--and the profits they crave--with a scoop of humor on the side.

Genres: Nonfiction, Business

224 pages, Hardcover

Published July 16, 2019

Reviews

[wellreadtraveler · Rating 4 out of 5]

When I picked up this book I was intrigued by the silly title. Working as an office manager I know I'm always looking for ways to improve my company’s customer service, learn ways to impress the customer, and even create a nice environment for our employees. When I started working at my current shop I started decorating the office for holidays, providing coffee and refreshments, and even spending a little extra to get nice candles to make the office smell more welcoming. It worked! When customers come in they have a really good first impression. A line that stuck with me was:
“Before you invest time, effort, and money into improving one of your customer-value processes, do yourself a favor and ask your customers if this will make a difference.”
Working at an auto repair shop people don’t expect to walk in and be in a warm environment. We have a candy dish, movies playing, a little free library, we offer to give our customers rides, and were always going above and beyond to hopefully impress them. Everyone is busy so minimizing the amount of time the customer has to be in our office shows them we value their time. Although some of the business models in this book were above my head, I do feel I walked away with a few tips I can use and I enjoyed a few giggles as well.

[Theodore Kinni · Rating 5 out of 5]

Straight-shooting, engaging look at how companies shoot themsleves in the foot--and how leaders can use innovation, talent and process to stop the bleeding.

[Rowdy · Rating 3 out of 5]

I like the title and the sentiment. Companies (and People) go by figures and forget what is important. What does the customer want and do all our Automated Processes, Compliance Issues and Customer Data really make him feel better about us? Being in exactly that field (Customer Service) I can assure you: WE KNOW NOTHING!
This book has not enriched me with new knowledge or will inspire me with new initiatives. It did support some of my believes in how to do it right. It is not a bad narrative (if somewhat boring), it is (well it is not exactly an endorsement) average, but I still agree on the title.

[Ruth Poproski · Rating 3 out of 5]

Based on the book's description I'd expected to see a much richer discussion of engagement with clients and key principles behind things like effective customer service and client care. That didn't really turn out to be the case, and so the book was far less relevant to my life and work than I'd hoped. It was fine. Just not overly insightful or useful for me.

[Brucie · Rating 3 out of 5]

Clear and entertaining plan to revitalize and humanize your business.

[Igor Paiul · Rating 5 out of 5]

Loved it!