Find Request It
Cover Image

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...

Full description

Saved in:
Main Author: Webb, Nicholas J., 1958- (Author)
Format: Books Print Book
Language:English
Published: New York, NY : AMACOM, [2017]
Subjects:
Customer services.
Customer relations.
Tags: Add Tag
No Tags, Be the first to tag this record!
Table of 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.

Similar Items