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

(Hardback)

Available Formats

Publishing Details

Classifications

Physical Properties

Description

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 Craveexamines 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 Cravehelps 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!

Reviews

"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
"Will change the way you think about customer service." --Mashable
"Exceptionally well written, organized and presented, What Customers Crave is unreservedly recommended" --Midwest Book Review
"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
"This is a must-read for anyone who is serious about customer service and retention...and who isn't" --PCB007
"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
..".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
"Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them." --Publishers Weekly

Author Bio

As one of the world's leading innovation strategists and futurists, Nicholas J. Webb, CEO of Lassen Innovation, works closely with Fortune 500 companies throughout the world to help them lead their industries in innovation, strategy, and customer experience design. He also serves as an adjunct professor and the director of the Center for Health Innovation at Western University of Health Sciences in Pomona, California. Nicholas speaks at 50+ events annually to an average audience of 1,200 people, and his consulting clients include Gatorade, CIGNA, Freightliner, Johnson & Johnson, Verizon Wireless, Salesforce, and Microsoft.