What Customers Crave

How to Create Relevant and Memorable Experiences at Every Touchpoint

 What Customers Crave

Author: Nicholas J. Webb
Pub Date: October 2016
Print Edition: $25.00
Print ISBN: 9780814437810
Page Count: 256
Format: Hardback
e-Book ISBN: 9780814437827

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Part One: What You Need to Know about the Customer Experience

Chapter One: The Advent of “Exceptional” Customer Service

Chapter 2: Bring Home the Bacon: The Value of Customer Types

Chapter 3: The Journey to Exceptional Customer Service Experiences [note to production: keep strikethrough]

Chapter 4: Getting Down with the Nitty-Gritty: Why, Who, and What

Chapter 5: Innovating Excellence

Chapter 6: Innovation: A Collaborative Process

Part Two: Mapping Your Customer’s Journey

Chapter 7: The Pre-touchpoint Moment

Chapter 8: The First Touchpoint Moment

Chapter 9: The Core Touchpoint Moment

Chapter 10: The Perfect Last Touchpoint Moment

Chapter 11: The In Touchpoint Moment

Chapter 12: Technology and the Future of Customer Experience

Chapter 13: Your Roadmap to What Customers Crave

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