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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- Narrated by: James Foster
- Length: 7 hrs and 1 min
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Publisher's Summary
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.
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What listeners say about What Customers Crave
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
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- Anonymous User
- 05-06-20
Must read if you are looking for a way to improve your business
I love the idea that by making your business meaningful to others, you can actually make your work fun and successful.
I am in the restaurant business and will definitively use the lessons from this book. Thank you Nicholas for your brilliant work. And thank you James for your awesome voice performance.
1 person found this helpful
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- Tiffany Everhart
- 02-11-20
Great book for ITSM professionals
Although it focuses on customers, this book translate well into the IT Service Management industry. It's given me the insight to not just look at the customer experience as a single factor, but to break it down into the five touch points, and really focus on making sure the entire journey is successful.
Really gave me new insights on how to approach end-user support! Additionally, James Foster did a wonderful job narrating this book!
1 person found this helpful
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- Hassad
- 08-14-18
Great book,
I enjoyed each and every chapter.
strongly recommend.
will give you all what you need to satisfy your customer.
1 person found this helpful
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- Anonymous User
- 06-03-18
valuable insights, and good examples
enjoyed listening to the book. great insights into the world of customer experience design. enjoyed the examples used and the method of explaining is clear and well understood. was able to apply the techniques into real life projects. learned a lot from the touch points and customer types exercises. you will not regret getting this book
1 person found this helpful
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Overall
- Miguel Morales
- 04-19-18
My Customer Experience first book, great easy read
Is amazing the easy way to approach this difficult matter. I'm fortunate enough to have started my journey in the customer experience arena with Nicholas J. Webb
1 person found this helpful
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- joshua
- 02-14-18
Dinverno Remodeling
Supper motivated to pass on to my staff and team! Fifteen words for a Review doesn’t audible know we are crazy about reading ; )
1 person found this helpful
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- Eric L. Gipe
- 12-04-17
Very practical advice and well thought out
The book has very clear sections with very clear advice. Whether your business is doing awesome or needs a pick me up the strategies laid out will help you find a start point.
I liked this book so much I bought 4 copies for my front line staff to read.
1 person found this helpful
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- wats 24
- 12-14-16
Greatest info and easy to listen to!
I really enjoyed the simplistic breakdown in this book. It seems like common sense but it really is counter intuitive to much of what we have been taught about customer service. The book is truly about the customer experience(!). I loved the performance as well.
Highly recommend!!!
1 person found this helpful
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- Juan Vazquez
- 05-17-19
Ideal
Un libro práctico, fácil de escuchar y comprender. Da una nueva perspectiva del entorno de marketing que impulsa a los negocios exitosos.
1 person found this helpful
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- garfield
- 04-15-18
Customer Experience 101
This was a good introduction to the basics and need for a customer experience strategy. The concepts were solid however throughout the book I felt the subtle reminder from the author that this wasn't an exercise for the untrained and that he was expert at both execution and training. I get it, I get it.
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- dave
- 12-08-20
a good CX book
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
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- Amazon Customer
- 06-19-17
Fantastic book to kickstart customer experience!
This book was an absolutely fantastic kickstarter to help me think about a customer experience strategy. The useful case studies and examples clearly explain how similar strategies could work for your business. Perfect for any company!
1 person found this helpful
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- Martin Flavall
- 11-16-17
Good overview of important principles
I thought this was a very useful book, wish it had a little more detail.