The full title of this book by Robert Woodruff and Sarah Gardial is
Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction
In my review posted on Amazon.co.uk, I gave this book Four Stars. This means it is Good and Well Worth Reading, provided you don’t mind the academic nature of the book.
Here is my book review.
A challenging read
I read a great academic summary by Robert Woodruff on customer value and how you had to consider issues at the different levels of the customer’s thinking.
I was encouraged to buy this book, expecting to learn a lot.
This is a technical read much more suited to academics than to business people.
It expands on the ideas I read about and goes into adjacent issues like the various ways to research customers.
The book is good for what it is, although it is now old and things have changed considerably with the Internet. It’s not as revealing as I’d hoped. I was looking for it to go deeper into the psychological issues involved with buying.
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