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.

"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."--