What Customers Crave
How to Create Relevant and Memorable Experiences at Every Touchpoint
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- 11,99 €
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- 11,99 €
Description de l’éditeur
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers 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 more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
PUBLISHERS WEEKLY
Webb, a consultant and partner at Lassen Innovation, explores the concept of superior customer service that not only satisfies clients but converts them into advocates for one's business. Webb states that the emphasis of customer service should be on two extremely simple concepts: "what customers love" and "what customers hate." He groups his ideas into sections on customer experience and the customer-business relationship. He identifies three principles for creating singular service, namely "understand, invent, and express," and examines how expectations for service have changed and risen in recent years. The book's second half focuses on five touchpoints between a business and its customers, explaining to businesspeople how to first connect with consumers then stay connected with them. Webb concludes with thoughts on how technology will shape customer experience in the future and offers a practical roadmap for answering the titular question. Chapters end with helpful takeaways that recap important ideas, and the book's clever design, which includes ample visuals, also helps to stress key points. Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them.