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Publisher's Summary

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.

PLEASE NOTE: When you purchase this title, the accompanying reference material will be available in your Library section along with the audio.

©2017 Nicholas J. Webb. (P)2016 Brilliance Audio, all rights reserved.

What members say

Average Customer Ratings

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  • 4.5 out of 5 stars
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  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Great book,

I enjoyed each and every chapter.
strongly recommend.
will give you all what you need to satisfy your customer.

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

valuable insights, and good examples

enjoyed listening to the book. great insights into the world of customer experience design. enjoyed the examples used and the method of explaining is clear and well understood. was able to apply the techniques into real life projects. learned a lot from the touch points and customer types exercises. you will not regret getting this book

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars

My Customer Experience first book, great easy read

Is amazing the easy way to approach this difficult matter. I'm fortunate enough to have started my journey in the customer experience arena with Nicholas J. Webb

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Dinverno Remodeling

Supper motivated to pass on to my staff and team! Fifteen words for a Review doesn’t audible know we are crazy about reading ; )

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Very practical advice and well thought out

The book has very clear sections with very clear advice. Whether your business is doing awesome or needs a pick me up the strategies laid out will help you find a start point.
I liked this book so much I bought 4 copies for my front line staff to read.

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Greatest info and easy to listen to!

I really enjoyed the simplistic breakdown in this book. It seems like common sense but it really is counter intuitive to much of what we have been taught about customer service. The book is truly about the customer experience(!). I loved the performance as well.
Highly recommend!!!

1 of 1 people found this review helpful

  • Overall
    4 out of 5 stars
  • Performance
    3 out of 5 stars
  • Story
    4 out of 5 stars

Customer Experience 101

This was a good introduction to the basics and need for a customer experience strategy. The concepts were solid however throughout the book I felt the subtle reminder from the author that this wasn't an exercise for the untrained and that he was expert at both execution and training. I get it, I get it.

0 of 1 people found this review helpful

  • Overall
    1 out of 5 stars
  • Performance
    2 out of 5 stars
  • Story
    1 out of 5 stars

Exhausting to listen to

If you want to listen to hours of someone regurgitating common and obvious commentary about providing customer service this is your book.

If you want to listen to one off stories about how the author had a bad experience at a store or airline and “would never, in my life, shop there again” this is your book.

You also hear, about 200 times, that the author is a “management consultant”.

I found nothing insightful or useful, but maybe you will.

0 of 2 people found this review helpful

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  • Overall
    4 out of 5 stars
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    4 out of 5 stars
  • Martin Flavall
  • 11-16-17

Good overview of important principles

I thought this was a very useful book, wish it had a little more detail.

  • Overall
    5 out of 5 stars
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  • Amazon Customer
  • 06-19-17

Fantastic book to kickstart customer experience!

This book was an absolutely fantastic kickstarter to help me think about a customer experience strategy. The useful case studies and examples clearly explain how similar strategies could work for your business. Perfect for any company!