The Secret Lives of Customers
A Detective Story About Solving the Mystery of Customer Behavior
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The Secret Lives of Customers
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Narrated by:
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David S Duncan
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Terrence Kidd
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By:
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David S Duncan
About this listen
A "detective story" that delivers key insights for any businessperson asking the questions: Who really are our customers, why do we lose them, how do we regain them?
Customers can be a mystery. Despite the availability of more data than ever before, everyone, from the CEO to salespeople in the field, struggles to understand who their customers really are, what they want, why they lose them, and how to regain them.
To crack the case, start thinking like a market detective.
David Scott Duncan shows how in his entertaining story of Tazza, a fictional chain of cafes with declining sales and leaders urgently seeking to understand why. The vivid characters of Tazza’s market detective force come to their aha moment when they finally understand why their most loyal customers walked out the door - and how they can get them back.
The core of the Tazza story is a simple, powerful idea that upends how most businesses view their customers. Customers have “jobs to be done”. They “hire” companies to solve a problem or fulfill a need and “fire” them when unhappy. Duncan’s fresh way of thinking about how to understand your customers’ secret lives provides an innovative path for solving whatever market mysteries you face.
©2021 David S Duncan (P)2021 Hachette AudioListeners also enjoyed...
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Critic reviews
“Prepare to be hooked! With style, humor, and a lighthearted parable, TheSecret Lives of Customers will help you see your customers with fresh eyes. Dave Duncan explains the ‘jobs to be done’ concept better than anyone, and keeps you smiling, nodding, and eagerly turning the pages for more.” (Safi Bahcall, author of the international best seller Loonshots)
“A page turner that reads like a mystery but filled with practical insights for sleuthing out what your customers really want. With a cast of characters you’ll easily recognize, Duncan’s story is a blueprint anyone can use to solve the mysteries of customer behavior.” (Mark Bertolini, former chairman and CEO, Aetna)
"A grand slam: an excellent detective story, with key lessons that are easy to grasp and rigorous. Learning to understand customers has never been so much fun - and so easy.” (Jacques Goulet, president, Sun Life Canada)
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Hilarious and Charming, yet still Authentic
- By Michael Beyer on 02-09-23
By: Jeff Tobe
-
Winging It: Stop Thinking, Start Doing
- Why Action Beats Planning Every Time
- By: Emma Isaacs
- Narrated by: Emma Isaacs
- Length: 6 hrs and 9 mins
- Unabridged
-
Overall4.5 out of 5 stars 87
-
Performance5 out of 5 stars 66
-
Story4.5 out of 5 stars 65
Women are notorious over-preparers and underestimators when it comes to their own readiness to try something new. But as Emma teaches, what most often holds us back are our own fears, excuses, and doubts. With her revolutionary manifesto, Winging It, Emma shares a rallying cry for all women to “do the things that scare you, build your wealth, make an impact, fail lots, and get up and try again”.
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4 out of 5 stars
-
Good advice
- By Amanda Schmidt on 05-28-21
By: Emma Isaacs
-
HR on Purpose
- Developing Deliberate People Passion
- By: Steve Browne
- Narrated by: Steve Browne
- Length: 3 hrs and 24 mins
- Unabridged
-
Overall4.5 out of 5 stars 200
-
Performance4.5 out of 5 stars 169
-
Story4.5 out of 5 stars 169
Can you be in HR for more than 30 years and still be geeked out about it? The answer is yes, you can! HR leader and popular Everyday People blogger Steve Browne takes a fresh look at HR through an engaging assortment of real-life examples, insights, and epiphanies and encourages practitioners to drop the preconceptions of what HR should be and instead look to what HR could be. Listen to this book to rekindle your passion for a field that is vibrant and vital and touch the lives of everyone you encounter with HR on Purpose!
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5 out of 5 stars
-
Enjoyable book about the HR profession
- By Rancher on 06-22-19
By: Steve Browne
-
Never Eat Alone, Expanded and Updated
- And the Other Secrets to Success, One Relationship at a Time
- By: Keith Ferrazzi, Tahl Raz
- Narrated by: Richard Harries
- Length: 13 hrs and 49 mins
- Unabridged
-
Overall4.5 out of 5 stars 2,206
-
Performance4.5 out of 5 stars 1,858
-
Story4.5 out of 5 stars 1,854
In Never Eat Alone, Ferrazzi lays out the specific steps - and inner mindset - he uses to reach out to connect with the thousands of colleagues, friends, and associates on his contacts list, people he has helped and who have helped him. And in the time since Never Eat Alone was published in 2005, the rise of social media and new, collaborative management styles have only made Ferrazzi’s advice more essential for anyone hoping to get ahead in business.
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1 out of 5 stars
-
Couldn't finish
- By book smart on 05-01-16
By: Keith Ferrazzi, and others
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Designing Your Life
- How to Build a Well-Lived, Joyful Life
- By: Bill Burnett, Dave Evans
- Narrated by: Bill Burnett, Dave Evans
- Length: 6 hrs and 18 mins
- Unabridged
-
Overall4.5 out of 5 stars 2,670
-
Performance4.5 out of 5 stars 2,194
-
Story4.5 out of 5 stars 2,165
In this book Bill Burnett and Dave Evans show us how design thinking can help us create lives that are both meaningful and fulfilling, regardless of whom or where we are, what we do or have done for a living, or how young or old we are. The same design thinking responsible for amazing technology, products, and spaces can be used to design and build your career and your life, a life of fulfillment and joy, constantly creative and productive, one that always holds the possibility of surprise.
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4 out of 5 stars
-
From a Retired Person's Point Of View
- By ann lom on 09-25-16
By: Bill Burnett, and others
-
Joy, Inc.
- How We Built a Workplace People Love
- By: Richard Sheridan
- Narrated by: Tim Andres Pabon
- Length: 7 hrs and 28 mins
- Unabridged
-
Overall4.5 out of 5 stars 308
-
Performance4.5 out of 5 stars 275
-
Story4.5 out of 5 stars 269
Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
-
5 out of 5 stars
-
Hey Menlo.
- By Stacey Colón on 03-25-16
By: Richard Sheridan
-
Be Amazing or Go Home
- Seven Customer Service Habits That Create Confidence with Everyone
- By: Shep Hyken
- Narrated by: Timothy Andrés Pabon
- Length: 3 hrs and 20 mins
- Unabridged
-
Overall4.5 out of 5 stars 78
-
Performance4.5 out of 5 stars 66
-
Story4.5 out of 5 stars 66
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master - and Shep Hyken knows the tricks to making it your own. In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game.
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2 out of 5 stars
-
Basic common sense!
- By RENATA LAIR on 05-30-23
By: Shep Hyken
-
Bait and Switch
- The (Futile) Pursuit of the American Dream
- By: Barbara Ehrenreich
- Narrated by: Anne Twomey
- Length: 6 hrs and 50 mins
- Unabridged
-
Overall3.5 out of 5 stars 211
-
Performance4 out of 5 stars 59
-
Story4 out of 5 stars 59
The best-selling author of Nickel and Dimed goes back undercover to do for America's ailing middle class what she did for the working poor. Barbara Ehrenreich's Nickel and Dimed explored the lives of low-wage workers. Now, in Bait and Switch, she enters another hidden realm of the economy: the world of the white-collar unemployed.
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1 out of 5 stars
-
A terrible book - princess Barbara goes undercover
- By Peter on 11-07-05
-
Surrounded by Idiots
- The Four Types of Human Behavior and How to Effectively Communicate with Each in Business (and in Life)
- By: Thomas Erikson
- Narrated by: David John
- Length: 10 hrs and 47 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,302
-
Performance4.5 out of 5 stars 1,054
-
Story4.5 out of 5 stars 1,053
Author Thomas Erikson explains that there are four key behavior types that define how we interact with and perceive the people around us. Understanding someone’s pattern of behavior is the key to successful communication. Erikson breaks down the four kinds of behavior types - Reds who are dominant and commanding, Yellows who are social and optimistic, Greens who are laid-back and friendly, and Blues who are analytical and precise - and explains how to identify and interact with each type of person.
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1 out of 5 stars
-
Should be titled "why I hate reds"
- By Dave on 08-24-20
By: Thomas Erikson
-
Questions Are the Answer
- A Breakthrough Approach to Your Most Vexing Problems at Work and in Life
- By: Hal Gregersen
- Narrated by: Rick Adamson
- Length: 8 hrs and 45 mins
- Unabridged
-
Overall4.5 out of 5 stars 133
-
Performance4.5 out of 5 stars 115
-
Story4.5 out of 5 stars 114
For innovation and leadership guru Hal Gregersen, the power of questions has always been clear - but it took some years for the follow-on question to hit him: If so much depends on fresh questions, shouldn’t we know more about how to arrive at them? That sent him on a research quest ultimately including more than 200 interviews with creative thinkers. Questions Are the Answer delivers the insights Gregersen gained about the conditions that give rise to catalytic questions - and breakthrough insights - and how anyone can create them.
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2 out of 5 stars
-
All you need is the title
- By Bob Jordy on 01-13-22
By: Hal Gregersen
-
The Making of a Manager
- What to Do When Everyone Looks to You
- By: Julie Zhuo
- Narrated by: Karissa Vacker, Julie Zhuo
- Length: 7 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,803
-
Performance4.5 out of 5 stars 1,457
-
Story4.5 out of 5 stars 1,449
Having managed dozens of teams spanning tens to hundreds of people, Julie Zhuo knows the most important lesson of all: Great managers are made, not born. The Making of a Manager is a modern field guide packed with everyday examples and transformative insights you need to be the kind of manager you wish you had.
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3 out of 5 stars
-
Drink the Facebook Kool Aid
- By Amazon_Customer on 03-29-19
By: Julie Zhuo
-
Ideaflow
- The Only Business Metric That Matters
- By: Jeremy Utley, Perry Klebahn
- Narrated by: David Kelley, Jeremy Utley, Perry Klebahn
- Length: 9 hrs and 14 mins
- Unabridged
-
Overall4.5 out of 5 stars 56
-
Performance4.5 out of 5 stars 47
-
Story4.5 out of 5 stars 47
How can you come up with great ideas by yourself, or in the context of your team, and quickly determine which are worthy of investment? The simple metric of ideaflow determines success like no other. Ideaflow is a mindset, a way of approaching all your business problems, that multiplies your efforts and unleashes your full potential. Nurture ideaflow and watch your results transform.
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4 out of 5 stars
-
Great book, but…
- By Mark Nutting, CSCS*D, NSCA-CPT*D on 12-27-22
By: Jeremy Utley, and others
-
Taking People With You
- The Only Way to Make Big Things Happen
- By: David Novak
- Narrated by: Sean Pratt
- Length: 6 hrs and 55 mins
- Unabridged
-
Overall4.5 out of 5 stars 353
-
Performance4.5 out of 5 stars 292
-
Story4.5 out of 5 stars 290
David Novak learned long ago that you can't lead a great organization of any size without getting your people aligned, enthusiastic, and focused relentlessly on the mission. But how do you do that? There are countless leadership books, but how many will actually help a Taco Bell shift manager, a Fortune 500 CEO, a new entrepreneur, or anyone in between? Over his 15 years at Yum! Brands, Novak has developed a trademarked program he calls Taking People with You.
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2 out of 5 stars
-
I would like to recommend this book... but can't.
- By Michael on 01-30-12
By: David Novak
-
Good in a Room
- How to Sell Yourself (and Your Ideas) and Win Over Any Audience
- By: Stephanie Palmer
- Narrated by: Judith Brackley
- Length: 6 hrs and 40 mins
- Unabridged
-
Overall4 out of 5 stars 93
-
Performance4 out of 5 stars 72
-
Story4 out of 5 stars 72
Business consultant and former MGM director of creative affairs Stephanie Palmer reveals the techniques used by Hollywood's top writers, producers, and directors to get financing for their projects and explains how you can apply these techniques to be more successful in your own high-stakes meetings.
As Palmer has found, the strategies used to sell yourself and your ideas in Hollywood not only work in other businesses, they often work better.
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2 out of 5 stars
-
Much Too General to Be Useful
- By Coldmountain on 05-22-15
By: Stephanie Palmer
-
How to Get Sh*t Done
- Why Women Need to Stop Doing Everything So They Can Achieve Anything
- By: Erin Falconer
- Narrated by: Lauren Fortgang
- Length: 6 hrs and 38 mins
- Unabridged
-
Overall4 out of 5 stars 327
-
Performance4.5 out of 5 stars 274
-
Story4 out of 5 stars 274
Finally, in the first productivity book by a woman in a decade, Erin Falconer will show you how to do less - a lot less. In fact, How to Get Sh*t Done will teach you how to zero in on the three areas of your life where you want to excel, and then it will show you how to offload, outsource, or just stop giving a damn about the rest. In How to Get Sh*t Done she shows how even the most perfectionistic among us can tap in to our inner free spirit and learn to feel like badasses rather than drudges.
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3 out of 5 stars
-
Not What I Expected
- By Justin Jones on 02-05-18
By: Erin Falconer
-
Karmic Management
- What Goes Around Comes Around In Your Business and Your Life
- By: Geshe Michael Roach, Lama Christie McNally, Michael Gordon
- Narrated by: Geshe Michael Roach
- Length: 2 hrs and 28 mins
- Unabridged
-
Overall4.5 out of 5 stars 115
-
Performance4.5 out of 5 stars 89
-
Story4.5 out of 5 stars 87
Traditional Eastern wisdom and real-life business experience come together in this brief and practical guide, which offers a step-by-step plan that will help readers adopt a more successful way of working and living. Karmic Management is a little book with a revolutionary message. It turns traditional business mentality on its head by stating simply that helping others become successful - suppliers, customers, even competitors - is the real key to success in life as well as in business.
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5 out of 5 stars
-
Loved it!
- By Ellen on 07-20-10
By: Geshe Michael Roach, and others
-
High-Hanging Fruit
- Build Something Great by Going Where No One Else WIll
- By: Mark Rampolla
- Narrated by: Mark Rampolla
- Length: 6 hrs and 51 mins
- Unabridged
-
Overall5 out of 5 stars 93
-
Performance5 out of 5 stars 77
-
Story5 out of 5 stars 77
When Mark Rampolla filled a notebook with potential start-up ideas, his wife asked him some tough questions. What about this idea is exciting, beyond the possibility of a profit? How will it fit into a life that makes you and your family happy? How will it change the world? Eventually Mark found his great idea: coconut water. He had seen the developing world use coconut water, but this valuable resource was being discarded in the US. While taking on the beverage industry was a big goal - high-hanging fruit - it was worth the risk.
-
1 out of 5 stars
-
10 Chapter Infomercial
- By KIM WILLIAMSON on 02-16-20
By: Mark Rampolla
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What listeners say about The Secret Lives of Customers
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
-
Performance5 out of 5 stars
-
Story5 out of 5 stars
- Anonymous User
- 11-04-21
So much more than I thought I would get!
I bought this book expecting getting some ideas about what to ask and how to ask customers questions and I did get that but I got so much more! I got a whole system about learning how to interact and interview customers to get answers about what customers want, why they behave in the ways that they do and why customers leave. A gem of a book.
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Overall5 out of 5 stars
-
Performance5 out of 5 stars
-
Story5 out of 5 stars
- Sean O. Scott
- 08-15-21
A great way to understand jobs to be done
Really easy and quick read to help wrap your head around jobs to be done
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Overall5 out of 5 stars
-
Performance5 out of 5 stars
-
Story5 out of 5 stars
- TohirT
- 11-29-23
Building upon the jobs to be done concept.
This book is a great illustration of how a company could apply a jobs to be done framework. 75% of the books is told in a novel-style exploration of the topic. The rest is actual walkthrough based on that novel.
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