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Ten Principles Behind Great Customer Experiences, The

Taille reliureTen Principles Behind Great Customer Experiences, The
ISBN/GTIN
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KlappentextCreate 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.

ZusammenfassungOverall 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.
Détails
ISBN/GTIN978-0-273-77508-9
Type de produitLivre
Type de reliureCartonné
Pays de publicationRoyaume-Uni
Année de parution2012
Date de parution06.12.2012
Edition1. A.
Pages240 pages
LangueAnglais
DimensionsBreite 152 mm, Höhe 234 mm, Dicke 10 mm
Poids380 g
BZ n°13321315

Contenu/Critiques

Table des matières
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

Referencesplus
Critique
"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 it's 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." Monocle.complus

Auteur

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 .
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