In the sharing economy there is nowhere to hide if you deliver bad customer experiences. Even good customer experiences are being displaced by disruptive innovators that are delivering exceptional customer experiences across the customer’s journey. In Nicholas Webb’s book What Customers Crave he provides a playbook for developing customer experience strategies that drive revenue, profit, customer loyalty and customer satisfaction. The biggest value to the reader is that Nicholas takes the complex subject of Customer Experience (CX) design and simplifies it so that an organization can quickly enjoy the benefits of meeting their market and customer satisfaction.