TY  - GEN
AU  - Webb, Nicholas J.
TI  - What customers crave: : how to create relevant and memorable experiences at every touchpoint
SN  - 978-0-8144-3781-0
U1  - 658.812/ Web 
PY  - 2017///
CY  - New York
PB  - AMACOM, American Management Association
KW  - Customer relations
KW  - Customer services
KW  - Consumer satisfaction
N1  - Part one. What you need to know about the customer experience --
The advent of "exceptional" customer service --
Bring home the bacon: the value of customer types --
The journey to exceptional customer experiences --
Getting down to the nitty-gritty: why, who, and what --
Innovating excellence --
Innovation: a collaborative process --
Part two. Mapping your customer's journey --
The pre-touchpoint moment --
The first touchpoint moment --
The core touchpoint moment --
The perfect last touchpoint moment --
The in-touchpoint moment --
Technology and the future of customer experience --
Your roadmap to What Customers Crave
N2  - "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."--
ER  -