What Customers Crave cover art

What Customers Crave

How to Create Relevant and Memorable Experiences at Every Touchpoint

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What Customers Crave

By: Nicholas J. Webb
Narrated by: James Foster
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About this listen

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.

PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your Library section along with the audio.

©2017 Nicholas J. Webb. (P)2016 Brilliance Audio, all rights reserved.
Consumer Behavior & Market Research Customer Service E-Commerce Management Management & Leadership Marketing Marketing & Sales Commerce Business Innovation Leadership

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All stars
Most relevant  
I have listened to several books on cx now. this is more the preaching the importance of CX management rather than a detailed implementation plan. Lots of good B2C examples (not just about Apple!). Found myself agreeing, nodding and smiling rather more than rushing to find a pen to take notes. Not to say it was devoid of new ideas. Loved the net customer value strata concept
i guess i will revisit the book for some ideas and reflection again. But don't feel that it will be my go to text for CX and hence why not 5 stars

about performance: often i have found books ruined by the narrator, boring and monotoned. But nowadays i listen to all audio books at 1.2 to 1.35 speed. ever since i haven't come across a bad narrator. anyway in this case i listened at 1.35 easy to follow no dullness issues. just to say as i did not listen at normal speed, and that i was able to listen at 1.35 comfortably with no speed issue, could mean he was quite a slow reader at normal speed

a good CX book

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