LLM 22 Nicholas Webb What Customers Crave
This week we're talking customer experience, with Nicholas Webb.
Nicholas is the author of What Customers Crave: How to create memorable and relevant experiences at every touchpoint.
Nicholas shares how some companies are creating and innovating beautiful customer experiences, and winning in their sectors, without advertising. He shares how to use touchpoints in a practical way.
We talk about what holds companies and employees back from delivering great customer experiences and the correlation between employee satisfaction and their ability to deliver a good customer experience.
Nicholas goes into personas and assessing the price/value gap. And he takes a shot at customer surveys, rather than asking about your experience he challenges us to know the answer and deliver the desired experience.
Learn how customer experience is the secret weapon. It has to matter to us.
Enjoy the conversation.