What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

by Nicholas J. Webb Narrated by James Foster

Overview

The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences. How well do you know your customers?

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success.

Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and:

Gain invaluable insights into who they are and what they care about ¿ Use listening posts and Contact Point Innovation to refine customer types ¿ Engineer experiences for each micromarket that are not only exceptional, but insanely relevant ¿ Connect across the five most important touchpoints ¿ Co-create with your customers ¿ And much more

When you learn to provide your customers with exactly what they want, they not only buy-they come back again and again...and bring their friends.

Editorial Reviews

Publishers Weekly

08/29/2016
Webb, a consultant and partner at Lassen Innovation, explores the concept of superior customer service that not only satisfies clients but converts them into advocates for one’s business. Webb states that the emphasis of customer service should be on two extremely simple concepts: “what customers love” and “what customers hate.” He groups his ideas into sections on customer experience and the customer-business relationship. He identifies three principles for creating singular service, namely “understand, invent, and express,” and examines how expectations for service have changed—and risen—in recent years. The book’s second half focuses on five touchpoints between a business and its customers, explaining to businesspeople how to first connect with consumers then stay connected with them. Webb concludes with thoughts on how technology will shape customer experience in the future and offers a practical roadmap for answering the titular question. Chapters end with helpful takeaways that recap important ideas, and the book’s clever design, which includes ample visuals, also helps to stress key points. Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them. (Oct.)

From the Publisher

"Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them." —Publishers Weekly

"...provides a really interesting look at the subject, mixing effortlessly theory and practical advice together to great effect, offering relevant and actionable advice for all." —Autamme

"If you are looking for a lasting competitive advantage, I recommend that you follow the steps outlined here to create experiences that your customers crave." —Marty Zwilling, The Huffington Post

"This is a must-read for anyone who is serious about customer service and retention…and who isn’t?" —PCB007

“Filled with lots of examples of businesses who are relying on this marketing strategy, the book is very readable and the information… down-to-earth and possible to implement.” —Retailing Insight

"Exceptionally well written, organized and presented, What Customers Crave is unreservedly recommended" —Midwest Book Review

“Will change the way you think about customer service.” —Mashable

“Webb upends old models of selling…If you’re a business owner seeking new insights for selling product in an experience-centric market…this could be an extremely helpful read.” –Manhattan Book review

Product Details

BN ID:	2940169844733
Publisher:	Brilliance Audio
Publication date:	12/15/2016
Edition description:	Unabridged

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