What Customers Crave
How to Create Relevant and Memorable Experiences at Every Touchpoint
by Nicholas J. Webb
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Pub Date Oct 13 2016 | Archive Date Nov 30 2016
AMACOM Books | AMACOM
Description
True Influence Top 25 B2B Must-Read Books of 2017
Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016
LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017
Mashable Best New Marketing Books to Read in 2017
Think you know your customers? Think again.
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.
Available Editions
| EDITION | Other Format |
| ISBN | 9780814437810 |
| PRICE | $25.00 (USD) |
Average rating from 6 members
Featured Reviews
Christopher H, Educator
The modern bible of customer service. A must read for anyone dealing with the public in any capacity.
Carsten H, Media/Journalist
Working for a service industry company, that continually is met with challenges in terms of what I customers expect from us, what we deliver and what we develop, I picked up this book with great enthusiasm.
Throughout the book, Nick Webb challenged what I thought I knew to be true, how our conventional lines of thinking have gone in terms of product development,and customer service development.
I found the book to be incredibly enlightening, and have given me a number of ideas in terms of what we need to examine, fine-tune and outright change in connection with our customer core touch points.
The only thing that I didn't see, and maybe I just missed it, is how two people that are working for the same company can require two different experiences from their vendor and how to effectively tend to that.
Nevertheless, I sincerely recommend this book. It is well-researched, even if it is clear that the author has some companies that he loves to use as examples and do so repeatedly, and now always do I think his unabashed praise is warranted. As an eye-opener and a tool, this book is top-notch.
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