The Dark Side of CX

The costly patterns that turn loyal customers into brand haters

By: Michael Bartlett

Narrated by: Virtual Voice

Have you ever noticed how businesses all over the world seem to make the same customer experience mistakes over and over again? These mistakes are symptoms of the structures and mindsets present within most organizations.

In this insightful book, Michael G. Bartlett introduces a pattern language to explore the dark side of customer experience. You will learn the most common dark patterns, their root causes and how to fix then. Based on over three years of research, this book contributes completely original ideas to the Customer Experience body of knowledge.

Melding psychology, chess, evolutionary theory and systems thinking, this book will break down the fascinating science behind bad customer experiences. You'll understand why a knowledge of these patterns is essential when building, diagnosing and improving experiences within your business.