What is *What Customers Crave* by Nicholas J. Webb about?

*What Customers Crave* explores modern strategies for building exceptional customer experiences by focusing on what clients love and hate. Nicholas J. Webb argues that businesses must move beyond demographics to design memorable, human-centric interactions across five key touchpoints: pre-touch, first-touch, core-touch, last-touch, and in-touch. The book uses case studies from Apple and Zappos to illustrate how aligning with customer desires drives loyalty and growth.

Who should read *What Customers Crave*?

This book is ideal for entrepreneurs, business leaders, and marketers seeking to deepen customer relationships in a hyper-connected economy. It’s particularly relevant for industries like retail, healthcare, and technology, where personalized experiences are critical. Professionals aiming to transition from transactional service to holistic engagement will find actionable frameworks.

Is *What Customers Crave* worth reading?

Yes, the book offers practical tools like Contact Point Innovation and micromarket analysis to overhaul customer engagement. Webb blends theory with real-world examples, making it valuable for both startups and established companies. Its emphasis on co-creation and digital/non-digital integration ensures relevance in 2025’s experience-driven markets.

What are the five key touchpoints in *What Customers Crave*?

Webb identifies five critical interaction stages: 1. **Pre-touch**: Initial brand exposure (e.g., ads, social media). 2. **First-touch**: First direct contact (e.g., website visit, store entry). 3. **Core-touch**: Primary value delivery (e.g., product purchase). 4. **Last-touch**: Post-purchase follow-up (e.g., thank-you emails). 5. **In-touch**: Ongoing relationship-building (e.g., loyalty programs).

How does *What Customers Crave* recommend improving customer retention?

The book highlights that retaining existing customers is 60–70% more effective than acquiring new ones. Strategies include using “listening posts” to gather feedback, tailoring experiences to micromarkets, and co-creating solutions with clients. Webb stresses the importance of resolving pain points identified through customer hate lists.

What is Contact Point Innovation in *What Customers Crave*?

This framework involves analyzing every interaction where customers engage with a brand, then redesigning those moments to exceed expectations. Examples include streamlining checkout processes or personalizing post-sale support. The goal is to eliminate friction and amplify positive emotions at each stage.

How does *What Customers Crave* address digital vs. non-digital experiences?

Webb advocates for seamless integration of both channels. Digital tools (e.g., apps, AI chatbots) should enhance efficiency, while non-digital interactions (e.g., in-store service) must prioritize empathy. The book warns against over-automation, urging businesses to retain human elements in high-stakes touchpoints.

What critiques exist about *What Customers Crave*?

Some reviewers note the book leans heavily on B2C examples, offering fewer insights for B2B contexts. Others suggest the five-touchpoint model may oversimplify complex customer journeys. However, its actionable frameworks mitigate these concerns for most readers.

What Customers Crave Summary, PDF, EPUB, Audio

What Customers Crave

Nicholas J. Webb

3.7 (284 Reviews)

Business Communication skill Leadership

概要

主なポイント

著者

よくある質問

In "What Customers Crave," Nicholas Webb reveals why traditional service fails in today's hyper-connected economy. Praised by business leaders for transforming upset customers into lifelong fans, this game-changing guide introduces the five touchpoints that Apple and Zappos leverage to create unforgettable experiences.

あなたに合った学び方を探す

クイックサマリー10分

著者の声を通じて本を感じる

深堀り42分

知識を魅力的で例が豊富な洞察に変換

フラッシュカード8件の洞察

キーアイデアを瞬時にキャプチャして素早く学習

エンタメ25分

楽しく魅力的な方法で本を楽しむ

「What Customers Crave」のベストクォート

Control has decisively moved from businesses to customers - there's nowhere to hide with poor products or service.

あなたに合った学び方を探す

『What Customers Crave』は単なる本ではありません—Businessのマスタークラスです。あなたに最適な方法でレッスンを吸収できるよう、5つのユニークな学習モードを用意しています。深く考える人も、素早く学ぶ人も、物語が好きな人も、あなたのスタイルに合ったモードがあります。

クイックサマリー

『What Customers Crave』を10分で要約

『What Customers Crave』の核心的なアイデアを分かりやすいポイントに分解し、革新的なチームがどのように創造、協力、成長するかを理解します。

00:00

フラッシュカード

『What Customers Crave』から厳選した8の洞察

『What Customers Crave』を素早い記憶のヒントに凝縮し、率直さ、チームワーク、創造的な回復力の主要原則を強調します。

エンタメ

『What Customers Crave』のレッスンを25分のストーリーで

鮮やかなストーリーテリングを通じて『What Customers Crave』を体験し、イノベーションのレッスンを記憶に残り、応用できる瞬間に変えます。

00:00

パーソナライズ

あなた自身の方法で『What Customers Crave』を体験。

何でも質問し、声を選び、本当にあなたに響く洞察を一緒に作り出しましょう。

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"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

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@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

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"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

コロンビア大学卒業生がサンフランシスコで開発

BeFreedは1,000,000の好奇心旺盛な仲間が集うグローバルコミュニティ

BeFreedがウェブ上でどのように話題になっているかをもっと見る

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

1.5K Ratings4.7

今すぐ学習の旅を始めよう

この要約をダウンロード

What Customers Craveの要約をPDFまたはEPUBで無料でダウンロード。印刷やオフラインでいつでもお読みいただけます。

What Customers Crave

Nicholas J. Webb

3.7 (284 Reviews)

Business Communication skill Leadership

概要

主なポイント

著者

よくある質問

あなたに合った学び方を探す

クイックサマリー10分

著者の声を通じて本を感じる

深堀り42分

知識を魅力的で例が豊富な洞察に変換

フラッシュカード8件の洞察

キーアイデアを瞬時にキャプチャして素早く学習

エンタメ25分

楽しく魅力的な方法で本を楽しむ

「What Customers Crave」のベストクォート

Control has decisively moved from businesses to customers - there's nowhere to hide with poor products or service.

重要なポイント

Beyond Good Enough: The New Customer Experience Imperative

00:00

In today's digital marketplace, "good enough" customer service is a death sentence. We've entered an era where consumers wield unprecedented power-they can research, compare, and critique businesses with a few thumb flicks, and their voices carry more weight than any corporate marketing message. This power shift has created a stark reality: while 80% of companies believe they provide "superior" service, only 8% of customers agree. This disconnect exists because most organizations remain stuck in outdated mindsets, focusing on internal metrics rather than what customers truly value-time, convenience, and personalized attention. Traditional demographic segmentation (age, income, gender) has become increasingly ineffective. Think about high school cliques-despite similar demographics, students form groups based on shared interests and values. These patterns continue throughout life, with people connecting across traditional boundaries through shared passions. Success today requires understanding specific customer types through their loves and hates, not just demographics, and delivering relevant experiences across all touchpoints-both digital and physical-with authenticity and personal connection.

The Three Fundamental Shifts Reshaping Business

The ESP Framework: Building Blocks of Customer Delight

The Five Critical Touchpoints of Customer Experience

Innovation: The Engine of Exceptional Experiences

From Theory to Practice: Your Customer Experience Roadmap

あなたに合った学び方を探す

クイックサマリー

『What Customers Crave』を10分で要約

『What Customers Crave』の核心的なアイデアを分かりやすいポイントに分解し、革新的なチームがどのように創造、協力、成長するかを理解します。

00:00

フラッシュカード

『What Customers Crave』から厳選した8の洞察

『What Customers Crave』を素早い記憶のヒントに凝縮し、率直さ、チームワーク、創造的な回復力の主要原則を強調します。

エンタメ

『What Customers Crave』のレッスンを25分のストーリーで

鮮やかなストーリーテリングを通じて『What Customers Crave』を体験し、イノベーションのレッスンを記憶に残り、応用できる瞬間に変えます。

00:00

パーソナライズ

あなた自身の方法で『What Customers Crave』を体験。

何でも質問し、声を選び、本当にあなたに響く洞察を一緒に作り出しましょう。

コロンビア大学卒業生がサンフランシスコで開発

BeFreedは1,000,000の好奇心旺盛な仲間が集うグローバルコミュニティ

BeFreedがウェブ上でどのように話題になっているかをもっと見る

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

コロンビア大学卒業生がサンフランシスコで開発

BeFreedは1,000,000の好奇心旺盛な仲間が集うグローバルコミュニティ

BeFreedがウェブ上でどのように話題になっているかをもっと見る

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."

@Moemenn

"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."

@Chloe, Solo founder, LA

117

"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."

@Raaaaaachelw

"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."

@Matt, YC alum

108

"Reading used to feel like a chore. Now it’s just part of my lifestyle."

@Erin, Investment Banking Associate , NYC

254

"Feels effortless compared to reading. I’ve finished 6 books this month already."

@djmikemoore

"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."

@Pitiful

4.5K

"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."

@SofiaP

"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"

@Jaded_Falcon

201

"It is great for me to learn something from the book without reading it."

@OojasSalunke

"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."

@Leo, Law Student, UPenn

483

"Makes me feel smarter every time before going to work"

@Cashflowbubu

1.5K Ratings4.7

今すぐ学習の旅を始めよう

この要約をダウンロード

What Customers Craveの要約をPDFまたはEPUBで無料でダウンロード。印刷やオフラインでいつでもお読みいただけます。

「What Customers Crave」のベストクォート

「What Customers Crave」のベストクォート

おすすめの本

重要なポイント

Beyond Good Enough: The New Customer Experience Imperative

The Three Fundamental Shifts Reshaping Business

The ESP Framework: Building Blocks of Customer Delight

The Five Critical Touchpoints of Customer Experience

Innovation: The Engine of Exceptional Experiences

From Theory to Practice: Your Customer Experience Roadmap

おすすめの本

重要なポイント

Beyond Good Enough: The New Customer Experience Imperative

The Three Fundamental Shifts Reshaping Business

The ESP Framework: Building Blocks of Customer Delight

The Five Critical Touchpoints of Customer Experience

Innovation: The Engine of Exceptional Experiences

From Theory to Practice: Your Customer Experience Roadmap

What Customers Crave by Nicholas J. Webb Summary

Overview of What Customers Crave

Similar books to What Customers Crave

「What Customers Crave」のベストクォート

クイックサマリーモード - 『What Customers Crave』の要約を10分で読む・聴く

フラッシュカードモード - 『What Customers Crave』から厳選した8の洞察

エンタメモード - 『What Customers Crave』のレッスンを25分のストーリーで

パーソナライズモード - 『What Customers Crave』の要約を0分で読む・聴く

What Customers CraveのPDFをダウンロード

What Customers CraveのEPUBをダウンロード

What Customers Crave by Nicholas J. Webb Summary

Overview of What Customers Crave

Similar books to What Customers Crave

「What Customers Crave」のベストクォート

おすすめの本

重要なポイント

Beyond Good Enough: The New Customer Experience Imperative

The Three Fundamental Shifts Reshaping Business

The ESP Framework: Building Blocks of Customer Delight

The Five Critical Touchpoints of Customer Experience

Innovation: The Engine of Exceptional Experiences

From Theory to Practice: Your Customer Experience Roadmap

クイックサマリーモード - 『What Customers Crave』の要約を10分で読む・聴く

フラッシュカードモード - 『What Customers Crave』から厳選した8の洞察

エンタメモード - 『What Customers Crave』のレッスンを25分のストーリーで

パーソナライズモード - 『What Customers Crave』の要約を0分で読む・聴く

What Customers CraveのPDFをダウンロード

What Customers CraveのEPUBをダウンロード

おすすめの本

重要なポイント

Beyond Good Enough: The New Customer Experience Imperative

The Three Fundamental Shifts Reshaping Business

The ESP Framework: Building Blocks of Customer Delight

The Five Critical Touchpoints of Customer Experience

Innovation: The Engine of Exceptional Experiences

From Theory to Practice: Your Customer Experience Roadmap