Carla Doria Medina's Reviews > What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

What Customers Crave by Nicholas J. Webb
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really liked it

Being in the field of customer support, it made sense that I read this book. The core ideas like finding customer types and designing customer experiences at all touchpoints were very well developed.

Webb did a great job delivering content that was relevant to the field. I only feel that there was too much repetition along the book. I would find the same concepts being explained over and over across different chapters. This might be a strategy to force those concepts to stay with you, but at the same time, I can't stop thinking that the book could have been delivered in a shorter form, without expanding so much into explaining concepts again and again.

Still, this was a good read and very useful to any employee in any company, not only the ones in the customer support area, but also management, design, marketing, and innovation.
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Reading Progress

October 30, 2020 – Started Reading
October 30, 2020 – Shelved
January 6, 2021 – Finished Reading

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