What Customers Crave by Nicholas J. Webb Summary
Overview of What Customers Crave
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.
Similar books to What Customers Crave
Почувствуйте книгу через голос автора
Превратите знания в увлекательные, богатые примерами идеи
Захватите ключевые идеи мгновенно для быстрого обучения
Наслаждайтесь книгой в весёлой и увлекательной форме
Ключевые выводы
Beyond Good Enough: The New Customer Experience Imperative
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 This disconnect exists because most organizations remain stuck in outdated mindsets, focusing on internal metrics rather than what customers truly value-time, convenience, and personalized attention.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
Режим Краткое резюме - Прочитайте или прослушайте краткое содержание What Customers Crave за 10 минут
Разбейте ключевые идеи What Customers Crave на понятные тезисы, чтобы понять, как инновационные команды создают, сотрудничают и растут.
Режим Карточки - Топ-8 идей из What Customers Crave кратко
Выделите из What Customers Crave быстрые подсказки для запоминания, подчёркивающие ключевые принципы открытости, командной работы и творческой устойчивости.
Режим Развлекательно - Уроки из What Customers Crave в 25-минутных историях
Погрузитесь в What Customers Crave через яркие истории, превращающие уроки инноваций в запоминающиеся и применимые моменты.
Режим Персонализация - Прочитайте или прослушайте краткое содержание What Customers Crave за 0 минут
Задавайте любые вопросы, выбирайте голос и совместно создавайте идеи, которые действительно находят у вас отклик.
Создано выпускниками Колумбийского университета в Сан-Франциско
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
Создано выпускниками Колумбийского университета в Сан-Франциско
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
"Instead of endless scrolling, I just hit play on BeFreed. It saves me so much time."
"I never knew where to start with nonfiction—BeFreed’s book lists turned into podcasts gave me a clear path."
"Perfect balance between learning and entertainment. Finished ‘Thinking, Fast and Slow’ on my commute this week."
"Crazy how much I learned while walking the dog. BeFreed = small habits → big gains."
"Reading used to feel like a chore. Now it’s just part of my lifestyle."
"Feels effortless compared to reading. I’ve finished 6 books this month already."
"BeFreed turned my guilty doomscrolling into something that feels productive and inspiring."
"BeFreed turned my commute into learning time. 20-min podcasts are perfect for finishing books I never had time for."
"BeFreed replaced my podcast queue. Imagine Spotify for books — that’s it. 🙌"
"It is great for me to learn something from the book without reading it."
"The themed book list podcasts help me connect ideas across authors—like a guided audio journey."
"Makes me feel smarter every time before going to work"
Получите резюме книги «What Customers Crave» в формате PDF или EPUB бесплатно. Распечатайте или читайте офлайн в любое время.