What customers crave how to create relevant and memorable experiences at every touchpoint
" 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 c...
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| Main Author: | |
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| Format: | Books Print Book |
| Language: | English |
| Published: |
New York, NY :
AMACOM,
[2017]
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| LEADER | 00000cam a2200000 i 4500 | ||
|---|---|---|---|
| 001 | ocn945483321 | ||
| 003 | OCoLC | ||
| 005 | 20161020151000.0 | ||
| 008 | 160701t20172017nyua b 001 0 eng | ||
| 010 | |a 2016023108 | ||
| 020 | |a 9780814437810 |q (hardcover) | ||
| 020 | |a 0814437818 |q (hardcover) | ||
| 035 | |a (OCoLC)945483321 | ||
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| 042 | |a pcc | ||
| 050 | 0 | 0 | |a HF5415.5 |b .W43 2017 |
| 082 | 0 | 0 | |a 658.8/12 |2 23 |
| 100 | 1 | |a Webb, Nicholas J., |d 1958- |e author. | |
| 245 | 1 | 0 | |a What customers crave : |b how to create relevant and memorable experiences at every touchpoint / |c Nicholas Webb. |
| 264 | 1 | |a New York, NY : |b AMACOM, |c [2017] | |
| 264 | 4 | |c Ã2017 | |
| 300 | |a ix, 257 pages : |b illustrations ; |c 24 cm | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a unmediated |b n |2 rdamedia | ||
| 338 | |a volume |b nc |2 rdacarrier | ||
| 504 | |a Includes bibliographical references (pages 247-248) and index. | ||
| 505 | 0 | |a 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. | |
| 520 | 0 | |a " 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. " | |
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 690 | 0 | |a Seibel, Sophie Stein tribute. | |
| 938 | |a Brodart |b BROD |n 117156426 | ||
| 938 | |a Baker and Taylor |b BTCP |n BK0018597234 | ||
| 938 | |a YBP Library Services |b YANK |n 12899971 | ||
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| 949 | |a schlow |b SANON |c 658.812 WEB |d i |e 39635103628527 |f 607815 |g ddc |j 10/05/2016 | ||
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