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The Ten Principles Behind Great Customer Experiences Matt Watkinson

The Ten Principles Behind Great Customer Experiences By Matt Watkinson

The Ten Principles Behind Great Customer Experiences by Matt Watkinson

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The Ten Principles Behind Great Customer Experiences Summary

The Ten Principles Behind Great Customer Experiences: The Ten Principles Behind Great Customer Experiences by Matt Watkinson

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.

The Ten Principles Behind Great Customer Experiences Reviews

"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

About Matt Watkinson

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 .

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

Additional information

GOR007997625
9780273775089
0273775081
The Ten Principles Behind Great Customer Experiences: The Ten Principles Behind Great Customer Experiences by Matt Watkinson
Matt Watkinson
Financial Times Series
Used - Like New
Paperback
Pearson Education Limited
2012-12-06
240
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
The book has been read, but looks new. The book cover has no visible wear, and the dust jacket is included if applicable. No missing or damaged pages, no tears, possible very minimal creasing, no underlining or highlighting of text, and no writing in the margins

Customer Reviews - The Ten Principles Behind Great Customer Experiences