What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint by
Nicholas J. Webb
My rating:
4 of 5 stars
I received a free arc in exchange for my honest review.
When I first opened this book on my Kindle, I thought it was pretty short. It registered as being I believe 5% in and I was only on the table of contents. Turns out it isn't short; it's just densely packed.
This book breaks down customer service for the new generation; the digital one. It goes through the importance of treating customers not as demographics but rather as types. What a customer loves and what a customer hates are more important than their age, race or creed. My only complaint was I felt it was a little too general in places but this was probably necessary so as to appeal to multiple business types.
I think this would be an excellent book for a small business and useful for bigger businesses as well.
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