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What customers crave : how to create relevant and memorable experiences at every touchpoint / Nicholas Webb.

By: Material type: TextTextPublisher: New York, NY : AMACOM, [2017]Copyright date: ©2017Description: ix, 257 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9780814437810
  • 0814437818
Subject(s):
Contents:
Part one. What you need to know about the customer experience -- The advent of "exceptional" customer service -- Bring home the bacon: the value of customer types -- The journey to exceptional customer experiences -- Getting down to the nitty-gritty: why, who, and what -- Innovating excellence -- Innovation: a collaborative process -- Part two. Mapping your customer's journey -- The pre-touchpoint moment -- The first touchpoint moment -- The core touchpoint moment -- The perfect last touchpoint moment -- The in-touchpoint moment -- Technology and the future of customer experience -- Your roadmap to What Customers Crave.
Holdings
Item type Home library Collection Call number Materials specified Status Date due Barcode Item holds
Adult Book Adult Book Main Library NonFiction 658.812 W367 Available 33111008479673
Total holds: 0

Enhanced descriptions from Syndetics:



































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. Upon reading, you will discover how to:

Use listening posts and Contact Point Innovation to refine customer types Engineer experiences for each micromarket that are not only exceptional, but relevant Connect across the five most important touchpoints Co-create with your customers

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. Learn what it takes to deliver what your customers crave and catapult yourself to a new level of sales and retention!

Includes bibliographical references (pages 247-248) and index.

Part one. What you need to know about the customer experience -- The advent of "exceptional" customer service -- Bring home the bacon: the value of customer types -- The journey to exceptional customer experiences -- Getting down to the nitty-gritty: why, who, and what -- Innovating excellence -- Innovation: a collaborative process -- Part two. Mapping your customer's journey -- The pre-touchpoint moment -- The first touchpoint moment -- The core touchpoint moment -- The perfect last touchpoint moment -- The in-touchpoint moment -- Technology and the future of customer experience -- Your roadmap to What Customers Crave.

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