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Ten Principles Behind Great Customer Experiences, The

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Ten Principles Behind Great Customer Experiences, The

  • By
  • Published Feb 14, 2013 by FT Publishing International.

eBook (Adobe DRM)

  • Your Price: $29.99
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Description

  • Copyright 2013
  • Edition: 1st
  • eBook (Adobe DRM)
  • ISBN-10: 0-273-77599-5
  • ISBN-13: 978-0-273-77599-7

Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none!

By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again.

Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.

Sample Content

Table of Contents

About the author

Preface

Acknowledgements

Introduction

  1. Why the customer experience matters
  2. Why customer experiences aren’t improving
  3. The ten principles behind great customer experiences
  4. Great customer experiences strongly reflect the customer’s identity
  5. Great customer experiences satisfy our higher objectives
  6. Great customer experiences leave nothing to chance
  7. Great customer experiences set and then meet expectations
  8. Great customer experiences are effortless
  9. Great customer experiences are stress free
  10. Great customer experiences indulge the senses
  11. Great customer experiences are socially engaging
  12. Great customer experiences put the customer in control
  13. Great customer experiences consider the emotions
  14. Bringing it all together - The Apple customer experience
  15. Final thoughts

Notes

References

Updates

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