What Do Customers Want?

Chezy Ofir and Nadav Goldschmidt

Chapter 4 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 35-49 from World Scientific Publishing Co. Pte. Ltd.

Abstract: More than 90% of customers say they would stop purchasing from a company after three or fewer poor service experiences [1]. This mind-boggling number is the reason why the number one question every company should ask is “What do customers want?”…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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