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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.

©2017 Nicholas J. Webb. (P)2016 Brilliance Audio, all rights reserved.

What listeners say about What Customers Crave

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    4 out of 5 stars

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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  • Hassad
  • 14-08-18

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
  • 03-06-18

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

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  • Miguel Morales
  • 19-04-18

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

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  • joshua
  • 14-02-18

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 ; )

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  • Eric L. Gipe
  • 04-12-17

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.

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  • wats 24
  • 14-12-16

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!!!

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  • Anonymous User
  • 06-05-20

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.

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  • Tiffany
  • 11-02-20

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!

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  • Juan Vazquez
  • 17-05-19

Ideal

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

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  • garfield
  • 15-04-18

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.