"Insightful and pragmatic, this book provides the tools that organizations need to truly satisfy customers and orchestrate memorable experiences for them." --Publishers Weekly
"...provides a really interesting look at the subject, mixing effortlessly theory and practical advice together to great effect, offering relevant and actionable advice for all." --Autamme
"If you are looking for a lasting competitive advantage, I recommend that you follow the steps outlined here to create experiences that your customers crave." --Marty Zwilling, The Huffington Post
"This is a must-read for anyone who is serious about customer service and retention…and who isn’t?" --PCB007
“Filled with lots of examples of businesses who are relying on this marketing strategy, the book is very readable and the information… down-to-earth and possible to implement.” --Retailing Insight
"Exceptionally well written, organized and presented, What Customers Crave is unreservedly recommended" --Midwest Book Review
“Will change the way you think about customer service.” --Mashable
“Webb upends old models of selling…If you’re a business owner seeking new insights for selling product in an experience-centric market…this could be an extremely helpful read.” –Manhattan Book review
True Influence Top 25 B2B Must-Read Books of 2017
Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016
LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017
Mashable Best New Marketing Books to Read in 2017
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 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.