What Customers Crave Audiobook By Nicholas J. Webb 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 Leadership Innovation
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Clear Advice Sections • Great Easy Read • Brilliant Author Work • Simplistic Content Breakdown
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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

My Customer Experience first book, great easy read

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Great book! going on my 3rd listen.Cant wait for the next book to come!

So good, I'm listening to it a 3 time! I love it!

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Un libro práctico, fácil de escuchar y comprender. Da una nueva perspectiva del entorno de marketing que impulsa a los negocios exitosos.

Ideal

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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.

Very practical advice and well thought out

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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.

Must read if you are looking for a way to improve your business

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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!

Great book for ITSM professionals

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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.

Customer Experience 101

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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

valuable insights, and good examples

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My time was well spent listening to this book. The author gave several educational examples of how to improve CX while also providing relevant real world examples. 

Several Worthwhile Points

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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!!!

Greatest info and easy to listen to!

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