What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
| Author | : | |
| Rating | : | 4.12 (977 Votes) |
| Asin | : | 0814437818 |
| Format Type | : | paperback |
| Number of Pages | : | 256 Pages |
| Publish Date | : | 2013-09-24 |
| Language | : | English |
DESCRIPTION:
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.. The best companies in the world discover what their customers desire—and then deliver it in memorable and deeply human experiences. The solution rests on two simple
Three takeaways that will change my business--time well spent! 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 . "Learn about the methods to develop consumer insights and design experiences that delight customers" according to Jeffrey A. Kirk. 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 gr. This is an excellent book on customer service/relevance John B. Spence This is a critical topic that I have studied a great deal over the last several years and this book gave me some fantastic new insights and ideas. I have to admit that several of the things I read ran counter to my beliefs, but the author did such a wonderful job giving background, data and speaking from personal experience that I simply had to change my thinking.
"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