
The Secret Lives of Customers
A Detective Story About Solving the Mystery of Customer Behavior
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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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Jeff Bezos is a dreamer who turned a bold idea into the world’s most influential company, a brand that likely touches your life every day. As a student of leadership and communication, he learned to elevate the way Amazonians write, collaborate, innovate, pitch, and present. He created a scalable model that grew from a small team in a Seattle garage to one of the world’s largest employers. The Bezos Blueprint by Carmine Gallo reveals the communication strategies that Jeff Bezos pioneered to fuel Amazon’s astonishing growth.
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Coaching Drills are Awesome
- By E. Wilson on 06-11-24
By: Carmine Gallo
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New York Nico's Guide to NYC
- By: New York Nico
- Narrated by: New York Nico
- Length: 4 hrs and 44 mins
- Unabridged
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What makes New York City the greatest city in the world? As one of the foremost chroniclers of New York’s local legends and urban glory, New York Nico has thoughts. Nico gets asked a lot of questions about his hometown. Where’s the best slice, pastrami sandwich, cup of coffee, vintage store, or bookshop? In this must-have city guide, New York Nico takes readers on an epic tour of his 100 can’t-miss NYC spots, including food, shopping, and so much more.
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good variety of spots
- By M. Rogers on 12-01-24
By: New York Nico
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Shine
- How Looking Inward Is the Key to Unlocking True Entrepreneurial Freedom
- By: Gino Wickman, Rob Dube
- Narrated by: Sean Pratt
- Length: 8 hrs and 45 mins
- Unabridged
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Driven entrepreneurs often have a burning need to succeed. But that same relentless brilliance that propels them in their career often takes a toll on their teams, personal relationships, and even their health. Gino Wickman, bestselling author of Traction, teams up with mindfulness expert Rob Dube to share their journeys and help listeners strike a crucial balance between their inner and outer worlds while taking their success to new heights. In Shine, they share ten disciplines to help them stay sharp and energetic without burning out.
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Deep thinking.. a wonderful SHINING guide
- By Jenn Vodrazka on 04-12-24
By: Gino Wickman, and others
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The Secret Thoughts of Successful Women
- And Men: Why Capable People Suffer from the Impostor Syndrome and How to Thrive in Spite of It
- By: Valerie Young Ed.D.
- Narrated by: Rachel Perry
- Length: 8 hrs and 31 mins
- Unabridged
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If you are a working woman, chances are this internal monologue sounds all too familiar. And you're not alone. A shocking number of accomplished women in all career paths and at every level feel as though they are faking it-impostors in their own lives and careers. While the impostor syndrome is not unique to women, women are more apt to agonize over tiny mistakes, see even constructive criticism as evidence of their shortcomings, and chalk up their accomplishments to luck rather than skill.
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Valuable information but vulgar with an overuse of profanity
- By EM Kaye on 04-01-25
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Gods of Howl Mountain
- By: Taylor Brown
- Narrated by: Mark Bramhall
- Length: 9 hrs
- Unabridged
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In Gods of Howl Mountain, award-winning author Taylor Brown explores a world of folk healers, whiskey-runners, and dark family secrets in the high country of 1950s North Carolina. Bootlegger Rory Docherty has returned home to the fabled mountain of his childhood - a misty wilderness that holds its secrets close and keeps the outside world at gunpoint. Slowed by a wooden leg and haunted by memories of the Korean War, Rory runs bootleg whiskey for a powerful mountain clan in a retro-fitted 1940 Ford coupe.
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Appalatia Noir
- By meanwhile on 09-18-18
By: Taylor Brown
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Attention Factory
- The Story of TikTok and China's ByteDance
- By: Matthew Brennan
- Narrated by: Maxwell Zener
- Length: 6 hrs and 54 mins
- Unabridged
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In 2012, TikTok’s parent company ByteDance was just a handful of geeks working out of a scrappy four-bedroom apartment in Beijing. Today, it is the world’s fastest-growing tech behemoth worth in excess of $100 billion, unrecognizable from its humble beginnings.
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Fascinating
- By Saul Lustgarten on 10-30-24
By: Matthew Brennan
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A Minute to Think
- Reclaim Creativity, Conquer Busyness, and Do Your Best Work
- By: Juliet Funt
- Narrated by: Juliet Funt
- Length: 7 hrs and 2 mins
- Unabridged
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In A Minute to Think, Juliet Funt, a globally recognized warrior in the battle against busyness, provides a powerful guide that will give you the permission, framework, and specific direction you need.
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Thought Provoking
- By Amazon Customer on 11-13-21
By: Juliet Funt
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Purpose
- What Evolution and Human Nature Imply About the Meaning of Our Existence
- By: Samuel T. Wilkinson
- Narrated by: Mike Lenz
- Length: 7 hrs and 18 mins
- Unabridged
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Generations have been taught that evolution implies there is no overarching purpose to our existence. Some scientists take this logic one step further, suggesting that evolution is intrinsically atheistic and goes against the concept of God. But is this true? By integrating emerging principles from a variety of scientific disciplines—ranging from evolutionary biology to psychology—Yale Professor Samuel Wilkinson provides a framework of evolution that implies not only that there is an overarching purpose to our existence, but what this purpose is.
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Remarkably Well Written
- By Kindle Customer on 03-17-25
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The Power of Character Strengths
- Appreciate and Ignite Your Positive Personality
- By: Ryan M. Niemiec, Robert E. McGrath
- Narrated by: Mike Chamberlain
- Length: 6 hrs and 52 mins
- Unabridged
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Recent research shows that when you understand and activate your positive personality traits, you become more resilient, manage stress better, and find greater fulfillment in life. In The Power of Character Strengths: Appreciate and Ignite Your Positive Personality, you'll be expertly guided by leading authorities through your 24 strengths. You'll soon see all the ways these strengths are your best-kept secret for boosting your well-being. Discover how to appreciate what's best in you and champion strengths in the people you care about most.
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I liked the audiobook
- By Maksym on 09-07-23
By: Ryan M. Niemiec, and others
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My Brand Compass
- The 13Cs to Building Your Personal Brand
- By: Terri-Karelle Reid
- Narrated by: Dr. Terri-Karelle Reid
- Length: 4 hrs and 30 mins
- Unabridged
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Media entrepreneur, TedX speaker, and sought-after host, Dr. Terri-Karelle Reid, now adds author to her impressive roster of impact. My Brand Compass: The 13 Cs to Building Your Personal Brand is her first book, and her latest project to motivate and inspire. Drawing on authentic personal reflections from being one of Jamaica’s most-loved media personalities, and professional experience working with global brands and events, this book is the essential guide to unlocking your best self now.
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Embark on a Transformative Journey of Self-Discovery and Brand Building with Terri-Karelle Reid's My Brand Compass Audiobook!
- By Wade Edwards-Green on 04-20-23
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Able to Laugh
- Finding Joy Though the Struggle Is Real (From TikTok’s Much-Loved Interabled Couple!)
- By: Jade Reynolds, John Reynolds
- Narrated by: John Reynolds, Jade Reynolds
- Length: 4 hrs and 51 mins
- Unabridged
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When Jade unexpectedly suffered from a rare condition which left her paralysed and in a wheelchair at the age of twelve, she never imagined that she'd one day meet her husband John and that together they would take to social media to dispel the stigma surrounding disability, one story at a time. From questions about suffering and sex to family and faith, Jade and John speak honestly and humorously about life as an inter-able couple.
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I laughed, I cried, I was grateful to be an American
- By Liz W. on 10-08-24
By: Jade Reynolds, and others
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At Any Cost
- A Father's Betrayal, a Wife's Murder, and a Ten-Year War for Justice
- By: Rebecca Rosenberg, Selim Algar
- Narrated by: Gabra Zackman
- Length: 8 hrs and 45 mins
- Unabridged
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Wealthy, beautiful, and brilliant, Shele Danishefsky had fulfillment at her fingertips. Having conquered Wall Street, she was eager to build a family with her much younger husband, promising Ivy League graduate Rod Covlin. But when his hidden vices surfaced, marital harmony gave way to a merciless divorce. Rod had long depended on Shele's income to fund his tastes for high stakes backgammon and infidelity - and she finally vowed to sever him from her will. In late December 2009, Shele made an appointment with her lawyer. She would never make it to that meeting.
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Tightly-written true crime; excellent narration.
- By Janean Laidlaw on 06-27-21
By: Rebecca Rosenberg, and others
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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- 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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- 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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- 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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