What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
| Author | : | |
| Rating | : | 4.94 (925 Votes) |
| Asin | : | 0814437818 |
| Format Type | : | paperback |
| Number of Pages | : | 256 Pages |
| Publish Date | : | 2014-06-03 |
| Language | : | English |
DESCRIPTION:
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 customers crave…then you’d better read this book. This book goes beyond traditional thoughts about service.In t. "Three takeaways that will change my business--time well spent!" according to D. C. Cocke. 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 giving it five stars is that I was able to take three big ideas out of this book that I could immediately apply immediately i. 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 customers I developed "Be inspired to improve the customer experience at every touchpoint" according to John W.. 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 customers I developed 2 huge ideas that we are now implementing at our firm.I don't write book reviews, but I would be remiss . huge ideas that we are now implementing at our firm.I don't write book reviews, but I would be remiss
"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
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. 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. 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 againand bring their friends.. Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 Mashable Best New Marketing Books