The Ten Principles Behind Great Customer Experiences

Front Cover
Pearson Financial Times, 2012 - Consumer satisfaction - 240 pages

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

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About the author (2012)

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

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