| Description |
1 online resource : illustrations |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
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. |
| Summary |
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. Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. Publisher's note. |
| Subject |
Customer services.
|
|
Customer relations.
|
|
Consumer satisfaction.
|
|
Service à la clientèle. |
|
Consommateurs -- Satisfaction. |
|
Consumer satisfaction |
|
Customer relations |
|
Customer services |
| Other Form: |
Print version: Watkinson, Matt. Ten principles behind great customer experiences. Harlow, England ; New York : Pearson Education, 2013 9780273775089 (DLC) 2012039517 (OCoLC)811600758 |
| ISBN |
9781299333536 (electronic bk.) |
|
1299333532 (electronic bk.) |
|
9780273775997 (electronic bk.) |
|
0273775995 (electronic bk.) |
|
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