
The Secret Lives of Customers
A Detective Story About Solving the Mystery of Customer Behavior
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Narrated by:
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David S Duncan
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Terrence Kidd
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By:
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David S Duncan
About this listen
A "detective story" that delivers key insights for any businessperson asking the questions: Who really are our customers, why do we lose them, how do we regain them?
Customers can be a mystery. Despite the availability of more data than ever before, everyone, from the CEO to salespeople in the field, struggles to understand who their customers really are, what they want, why they lose them, and how to regain them.
To crack the case, start thinking like a market detective.
David Scott Duncan shows how in his entertaining story of Tazza, a fictional chain of cafes with declining sales and leaders urgently seeking to understand why. The vivid characters of Tazza’s market detective force come to their aha moment when they finally understand why their most loyal customers walked out the door - and how they can get them back.
The core of the Tazza story is a simple, powerful idea that upends how most businesses view their customers. Customers have “jobs to be done”. They “hire” companies to solve a problem or fulfill a need and “fire” them when unhappy. Duncan’s fresh way of thinking about how to understand your customers’ secret lives provides an innovative path for solving whatever market mysteries you face.
©2021 David S Duncan (P)2021 Hachette AudioListeners also enjoyed...
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Critic reviews
“Prepare to be hooked! With style, humor, and a lighthearted parable, TheSecret Lives of Customers will help you see your customers with fresh eyes. Dave Duncan explains the ‘jobs to be done’ concept better than anyone, and keeps you smiling, nodding, and eagerly turning the pages for more.” (Safi Bahcall, author of the international best seller Loonshots)
“A page turner that reads like a mystery but filled with practical insights for sleuthing out what your customers really want. With a cast of characters you’ll easily recognize, Duncan’s story is a blueprint anyone can use to solve the mysteries of customer behavior.” (Mark Bertolini, former chairman and CEO, Aetna)
"A grand slam: an excellent detective story, with key lessons that are easy to grasp and rigorous. Learning to understand customers has never been so much fun - and so easy.” (Jacques Goulet, president, Sun Life Canada)
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Performance
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In this dual collection of short stories, Alexander McCall Smith brings his trademark humor and warmth to inventive tales of spying and vengeance. In one story, a spy dropped deep into enemy territory manages to disguise himself—quite convincingly—as a nun. In another, an invitation to join the Vatican Secret Service sends a prospective operative down a rabbit hole of controversy and confusion. A third story finds an author, on the brink of public ruin, seeing the error of his ways after an act of kindness saves the day.
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Brilliant
- By C. Gall on 12-12-23
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Built to Sell
- Creating a Business That Can Thrive Without You
- By: John Warrillow
- Narrated by: Erik Synnestvedt
- Length: 4 hrs and 24 mins
- Unabridged
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A business parable about how to create a start-up that won't trap you when you want to sell it. According to John Warrillow, the number one mistake entrepreneurs make is to build a business that relies too heavily on them. Thus, when the time comes to sell, buyers aren't confident that the company-even if it's profitable-can stand on its own. To illustrate this, Warrillow introduces us to a fictional small business owner named Alex who is struggling to sell his advertising agency.
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Narrator is awful!
- By RayChu on 02-17-13
By: John Warrillow
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Understanding Michael Porter
- The Essential Guide to Competition and Strategy
- By: Joan Magretta
- Narrated by: Erik Synnestvedt
- Length: 6 hrs and 4 mins
- Unabridged
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Michael Porter’s groundbreaking ideas on competition and strategy have unfolded over three decades and are spread across a dauntingly long list of publications. Every manager can name individual pieces of his work - competitive advantage, the value chain, five forces - but no one, not even Porter himself, has put the entire puzzle together to reveal it as an integrated whole. This lucid, concise audiobook does just that. This book provides an engaging summary of Porter’s ideas and an invaluable synthesis of this important body of work....
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Horrible and pompous narration
- By Amazon Customer on 08-28-13
By: Joan Magretta
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The Bezos Blueprint
- Communication Secrets of the World's Greatest Salesman
- By: Carmine Gallo
- Narrated by: Carmine Gallo
- Length: 9 hrs and 39 mins
- Unabridged
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Jeff Bezos is a dreamer who turned a bold idea into the world’s most influential company, a brand that likely touches your life every day. As a student of leadership and communication, he learned to elevate the way Amazonians write, collaborate, innovate, pitch, and present. He created a scalable model that grew from a small team in a Seattle garage to one of the world’s largest employers. The Bezos Blueprint by Carmine Gallo reveals the communication strategies that Jeff Bezos pioneered to fuel Amazon’s astonishing growth.
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Coaching Drills are Awesome
- By E. Wilson on 06-11-24
By: Carmine Gallo
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Own the Room
- Discover Your Signature Voice to Master Your Leadership Presence
- By: Amy Jen Su, Muriel Maignan Wilkins
- Narrated by: Karen Saltus
- Length: 6 hrs and 5 mins
- Unabridged
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People are drawn to, and influenced by, leaders who communicate authentically, connect with people, and have immediate impact. So how do you become one? How can you learn to “own the room?” This book will help you develop your leadership presence. The authors offer a simple and compelling framework as well as practices for developing your "signature voice." Wherever you sit in an organization, you can develop presence if you are able to do two things well: demonstrate your authentic value and distinction; and connect to others in a positive way.
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WARNING: Not suitable for an audible book
- By Justin on 09-06-13
By: Amy Jen Su, and others
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I'm Judging You
- The Do-Better Manual
- By: Luvvie Ajayi
- Narrated by: Luvvie Ajayi
- Length: 6 hrs and 48 mins
- Unabridged
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With over 500,000 readers a month at her enormously popular blog, AwesomelyLuvvie.com, Luvvie Ajayi is a go-to source for smart takes on pop culture. I'm Judging You is her debut book of humorous essays that dissects our cultural obsessions and calls out bad behavior in our increasingly digital, connected lives - from the importance of the newest Shonda Rhimes television drama to serious discussions of race and media representation to what to do about your fool cousin sharing casket pictures from Grandma's wake on Facebook.
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I have NEVER laughed so hard
- By Amazon Customer on 10-18-16
By: Luvvie Ajayi
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Here Comes the Sun
- The Spiritual and Musical Journey of George Harrison
- By: Joshua M. Greene
- Narrated by: Gildart Jackson
- Length: 10 hrs and 50 mins
- Unabridged
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Joshua Greene, who studied meditation with the legendary Beatle George Harrison, draws on personal remembrances, recorded conversations, and firsthand accounts to create a moving portrait of Harrison's spiritual life, his profound contribution to the Beatles' music, and previously unpublished anecdotes about his time with music legends Bob Dylan, Elvis Presley, and others.
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A great read
- By Joshua Deal on 12-14-20
By: Joshua M. Greene
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Why I Stayed
- The Choices I Made in My Darkest Hour
- By: Gayle Haggard, Angela Hunt - contributor
- Narrated by: Gayle Haggard
- Length: 9 hrs and 55 mins
- Unabridged
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On November 2, 2006, Gayle Haggard's life changed forever when her husband, Ted Haggard, founder of the 14,000-member New Life Church in Colorado Springs and president of the National Association of Evangelicals, was publicly exposed in a scandal. In the days and months ahead, everything in Gayle's life was at stake—her beliefs, her marriage, and her relationship with the church community she had been a part of for more than 20 years.
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Speechless & Overwhelmed
- By Rosa Lydick on 08-30-19
By: Gayle Haggard, and others
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Able to Laugh
- Finding Joy Though the Struggle Is Real (From TikTok’s Much-Loved Interabled Couple!)
- By: Jade Reynolds, John Reynolds
- Narrated by: John Reynolds, Jade Reynolds
- Length: 4 hrs and 51 mins
- Unabridged
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When Jade unexpectedly suffered from a rare condition which left her paralysed and in a wheelchair at the age of twelve, she never imagined that she'd one day meet her husband John and that together they would take to social media to dispel the stigma surrounding disability, one story at a time. From questions about suffering and sex to family and faith, Jade and John speak honestly and humorously about life as an inter-able couple.
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I laughed, I cried, I was grateful to be an American
- By Liz W. on 10-08-24
By: Jade Reynolds, and others
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Memento Mori
- The Art of Contemplating Death to Live a Better Life
- By: Joanna Ebenstein
- Narrated by: Joanna Ebenstein
- Length: 8 hrs and 41 mins
- Unabridged
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Talking about death has been deemed morbid, taboo, or even pathological. But in order to fully embrace life, scientists, psychologists, and spiritual leaders all agree—contemplating death is the key to living a life with meaning. This life-changing book will give you a 12-week program to befriend death in your own way, creating your own personal, daily meditation on what it means to be mortal.
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Enlightening and transformative.
- By Anonymous User on 01-24-25
By: Joanna Ebenstein
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Being Elisabeth Elliot
- The Authorized Biography: Elisabeth’s Later Years
- By: Ellen Vaughn
- Narrated by: Connie Shabshab
- Length: 11 hrs and 25 mins
- Unabridged
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Elisabeth Elliot was a young missionary in Ecuador when members of a remote Amazonian indigenous people group killed her husband Jim and his four colleagues. And yet, she stayed in the jungle with her young daughter to minister to the very people who had thrown the spears, demonstrating the power of Christ’s forgiveness.
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The reader has an incredible voice!
- By Daniel Harder on 07-28-24
By: Ellen Vaughn
What listeners say about The Secret Lives of Customers
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Anonymous User
- 11-04-21
So much more than I thought I would get!
I bought this book expecting getting some ideas about what to ask and how to ask customers questions and I did get that but I got so much more! I got a whole system about learning how to interact and interview customers to get answers about what customers want, why they behave in the ways that they do and why customers leave. A gem of a book.
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- TohirT
- 11-29-23
Building upon the jobs to be done concept.
This book is a great illustration of how a company could apply a jobs to be done framework. 75% of the books is told in a novel-style exploration of the topic. The rest is actual walkthrough based on that novel.
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- Sean O. Scott
- 08-15-21
A great way to understand jobs to be done
Really easy and quick read to help wrap your head around jobs to be done
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