The Ten Principles Behind Great Customer Experiences

Series
Financial Times
Author
Matt Watkinson  
Publisher
Pearson
Cover
Softcover
Edition
1
Language
English
Total pages
240
Pub.-date
December 2012
ISBN13
9780273775089
ISBN
0273775081
Related Titles


Product detail

Product Price CHF Available  
9780273775089
The Ten Principles Behind Great Customer Experiences
30.30

Description

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.

 

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

 

Back Cover

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.

 

Written for results

Practical advice that’s easy to implement

Start making improvements fast

 

Everything you need

Get started immediately using the companion worksheets

 

No jargon

Effortless to read

No previous knowledge required

 

Inspiring examples

Key ideas are brought to life by great case studies

 

Universally applicable

The principles work for any product or service, however large the business

 

Concise and skimmable

Read a chapter a day on your commute

Get what you need, whatever your time limits

Author

Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .

Reader Review(s)

"Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences."
 
Sophie Grove, Business Editor, Monocle

 

"Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological."


 Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker