What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

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 cus

"Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them." --Publishers Weekly "provides a really interesting look at the subject, mixing effortlessly theory and practical advice together to great effect, offering relevant and actionable advice for all." --Autamme "If you are looking for a lasting competitive advantage, I recommend that you follow the steps outlined here to create experiences that your customers crave." --Marty Zwilling, The Huffington Post "This is a must-read for anyone who is serious about customer service and retention…and who isn’t?" --PCB007 “Filled with lots of examples of businesses who are relying on this marketing strategy, the book is very readable and the information… down-to-earth and possible to implement.” --Retailing Insight "Exceptionally well written, organized and presented, What Customers Crave is unreservedly recommended" --Midwest Book Review “Will change the way you think about customer service.” --Mashable “Webb upends old models of selling…If you’re a business owner seeking new insights for selling product in an experience-centric market…this could be an extremely helpful read.” –Manhattan Book review

much more than customer service Customer service is out and customer experience is in. It’s not enough to deliver great customer service any more you have to instead deliver and entire customer experience and a great experience at that.Customer want to feel good about the very act of working with you. They want to feel that you are on their side; and that you have their best interests at heart.They want to “Crave” working with you and if you don’t quite understand what cu. D. C. Cocke said Three takeaways that will change my business--time well spent!. This book provides some practical insights on how to design exceptional customer experiences. What I like specifically was the fact that the author took the approach that customer experience planning is really an innovation design process. He also broke down the customer journey into more manageable touch points. My only criticism is that the book does tend to be a bit lofty for smaller companies and perhaps a bit too vague for larger companies. The reason I'm giv. John W. said Be inspired to improve the customer experience at every touchpoint. I loved this book! It doesn't matter what you do for a living or whether you work with internal or external customers; this book will inspire you to think through your customers current experience and discover ways to improve that process.The result will be new ways of thinking about what your customer experiences, how those experiences impact perception and how you can maintain customer loyalty.Because of what I learned about CX and how we do things with our cust