The Marketing Book Podcast 092 What Customers Crave by Nicholas Webb
Oct 14, 2016
Nicholas Webb, best-selling author, and speaker on customer experience and innovation discusses the changing landscape of customer service, the importance of understanding customer personas, resolving conflicts with upset customers, and integrating customer experience into an organization's DNA.
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7 8
Introduction
00:00 • 2min
Discussion about James Webb's achievements and his writing skills
01:53 • 2min
The Changing Landscape of Customer Service
03:38 • 20min
Understanding Customer Personas and the Three Pillars
23:17 • 17min
The Profit and Protection Myth
40:35 • 2min
Turning an upset customer into a lifelong customer
42:53 • 4min
The Importance of Customer Experience in Organizations
46:41 • 6min
Discussion about the book 'What Customers Crave' and Closing of the Episode
52:50 • 3min