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What Do Customers Want?

In: Customer Xperience Leadership A Blueprint to Maximize Performance

Author

Listed:
  • Chezy Ofir
  • Nadav Goldschmidt

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?”…

Suggested Citation

  • Chezy Ofir & Nadav Goldschmidt, 2024. "What Do Customers Want?," World Scientific Book Chapters, in: Customer Xperience Leadership A Blueprint to Maximize Performance, chapter 4, pages 35-49, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811264092_0004
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    More about this item

    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;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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