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

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

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

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

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Review

"Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them." --Publishers Weekly

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"...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

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Book Description

True Influence Top 25 B2B Must-Read Books of 2017 Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017 Mashable Best New Marketing Books to Read in 2017 Think you know your customers? Think again. 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.

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Product details

Hardcover: 256 pages

Publisher: AMACOM; First edition (October 13, 2016)

Language: English

ISBN-10: 0814437818

ISBN-13: 978-0814437810

Product Dimensions:

6.5 x 1 x 9.6 inches

Shipping Weight: 1.4 pounds (View shipping rates and policies)

Average Customer Review:

4.4 out of 5 stars

51 customer reviews

Amazon Best Sellers Rank:

#68,451 in Books (See Top 100 in Books)

I have to admit I always wonder about a book with almost no negative ratings. I mean, not everyone is going to like a book...especially when it concerns a topic like customer service. Well, I was definitely wrong.Nicholas Webb knows his stuff! Unlike a lot of theorists and those in the ivory towers of education, he actually has been out in the field year after year. He gives many many examples of the clients he's had, and how they so often miss "the forest for the trees." Yes, a lot of the wisdom put forth in this book is obvious to even a casual observer...then why do so many companies get it wrong. He cries out like a voice in the wilderness, "Why are you doing it the wrong way!"The fact is, Nicholas makes it clear with point after point, that a company needs to know its audience to an extremely granular degree. What Customers Crave is an example of practicing what you preach...as it zeros in with laser beam focus to its intended audience. Business owners, big and small. While many companies "get it", so many simply don't. And that's the thrust of the entire book. Pay attention to exactly who your customers are and treat them like royalty. Give them what they love, and avoid at all costs giving them what they hate.Sounds like Business 101 doesn't it? Then why in Heavens name don't more companies operate this way?

The author makes a compelling case for proactively designing customer experiences that delight customers at every touch point in the customer journey. According to the author, the key to designing these experiences is first developing a deep understanding what your customer segments love and hate. Importantly, there is not one customer type, but many, and these groups are not defined based on traditional demographics, such as age, gender, and income, but on interests, activities, and associations which people freely and routinely express in social media. Read this book to learn about the methods to deeply understand customers and about the methods to drive innovative customer experiences that delight, attract, and retain customers.

I totally don’t get the one star reviews this is a great book that provides and easy to understand approach that allows any business to deliver exceptional customer experience. When I read that review after reading the book it’s pretty clear some people are looking for a textbook. I personally want an easy understand practical guide that helps me deliver better experiences to my customers, that’s exactly what this book is. The author does seem to suggest that never hurts to hire a consultant and he is apparently a consultant so to that extent maybe at but self-promoting but didn’t bother me I’m all about the content.

As a business owner my number one focus is delivering customer satisfaction. This is hands down the best book that I have read this year on the effective delivery of customer service. The principles are concise, logical and actionable.Purchasing this book will provide an invaluable ROI on your customer service delivery.

The author is just so inspiring and has such a great understanding of the needs for your target audience. The flow of the narration is very fluid and greatly comprehensible.

Researched very well. Very clear and good insights about dealing with customer relationship. I understand that this book is written by a prolific writer but I find it annoying to always read the line "quarter of century". I find it repetitive and somewhat a humble brag of the author's achievement that he has to preface his examples with his quarter-of-century achievements and patents.

Got this for work. As with most books of this type, they could cut out about half of it by removing some fluff and some repetition. The author is not wrong in what their overall message is, and I did suggest it to my team to read it.

Excellent read. Fast-paced and full of actionable ideas. I now understand how to build exceptional customer service based on my actual clients, not some cold-hearted segmentation like we were taught in school. Using the techniques detailed here, I’ll not only make my clients happier, but will enjoy my business that much more. Thank you Nicholas Webb!

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