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The Ten Principles Behind Great Customer Experiences
- By Matt Watkinson
- Published Jan 14, 2013 by FT Press.
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- About eBook Formats
This eBook includes the following formats, accessible from your Account page after purchase:
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Book
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- List Price: $29.99
- We're temporarily out of stock, but order now and we'll send it to you later.
eBook (Watermarked)
- Your Price: $23.99
- List Price: $29.99
- Includes EPUB, MOBI, and PDF
- About eBook Formats
This eBook includes the following formats, accessible from your Account page after purchase:
EPUB
The open industry format known for its reflowable content and usability on supported mobile devices.
MOBI
The eBook format compatible with the Amazon Kindle and Amazon Kindle applications.
PDF
The popular standard, used most often with the free Adobe® Reader® software.
This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.
Description
- Copyright 2012
- Dimensions: 6-1/4" x 9-1/4"
- Pages: 240
- Edition: 1st
- Book
- ISBN-10: 0-273-77508-1
- ISBN-13: 978-0-273-77508-9
Overall WINNER - CMI Management Book of the Year 2014
WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014
Create a great customer experience whoever you are.Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.
This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.
For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.
Sample Content
Table of Contents
About the author
Preface
Acknowledgements
Introduction
- Why the customer experience matters
- Why customer experiences aren’t improving
- The ten principles behind great customer experiences
- Great customer experiences strongly reflect the customer’s identity
- Great customer experiences satisfy our higher objectives
- Great customer experiences leave nothing to chance
- Great customer experiences set and then meet expectations
- Great customer experiences are effortless
- Great customer experiences are stress free
- Great customer experiences indulge the senses
- Great customer experiences are socially engaging
- Great customer experiences put the customer in control
- Great customer experiences consider the emotions
- Bringing it all together - The Apple customer experience
- Final thoughts
Notes
References
