The Ten Principles Behind Great Customer Experiences

Paperback | November 26, 2012

byMatt Watkinson

not yet rated|write a review

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.

 

Pricing and Purchase Info

$29.09
$29.99 list price
In stock online
Ships free on orders over $25

From the Publisher

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 ...

From the Jacket

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 manag...

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 .

other books by Matt Watkinson

The Grid: The Master Model Behind The Success Of Every Business (including Yours)
The Grid: The Master Model Behind The Success Of Every ...

Paperback|Sep 26 2017

$28.47$31.99list pricesave 11%
Format:PaperbackDimensions:240 pages, 9.2 × 6.1 × 0.6 inPublished:November 26, 2012Publisher:Pearson EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0273775081

ISBN - 13:9780273775089

Customer Reviews of The Ten Principles Behind Great Customer Experiences

Reviews

Extra 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

 

Editorial 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