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Ten Principles Behind Great Customer Experiences, The, 1st edition

Published by FT Publishing International (December 6, 2012) © 2013

  • Matt Watkinson

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ISBN-13: 9780273775089
Ten Principles Behind Great Customer Experiences, The
Published 2012

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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.

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

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