What Customers Crave examines how consumer expectations are – or should be – driving how organizations function if they want to succeed. Having heard author Nicholas Webb present recently at the HDG National Summit, it was gratifying to hear his advice to healthcare leaders that continually seeking input from patients/guests/customers is essential to create optimal experiences, return visits and greater revenue. Whatever the industry you’re in, this is a worthwhile read.

Find the book here.

–  Carol Russell