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 chang...
| Main Author: | Webb, Nicholas J., 1958- (Author) |
|---|---|
| Format: | Books Print Book |
| Language: | English |
| Published: |
New York, NY :
AMACOM,
[2017]
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| Subjects: |
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.