The Ten Principles Behind Great Customer Experiences
Pearson UK, Feb 14, 2013 - Business & Economics - 240 pages
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.
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Why the customer experience matters
Why customer experiences arent improving
The ten principles behind great customer experiences
Great customer experiences strongly reflect the customers identity
Great customer experiences satisfy our higher objectives
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
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Common terms and phrases
2nol allows Apple Atmos clock brand call centre camera chapter check-out choice choose competitor analysis competitors consider consumer create customer experience customer service customer’s customerjourney decisions delighting the customer detail Dieter Rams effort emotional errors example expectations experience right Facebook focus give goals higher objectives Ibid identify important improve interaction journey l’ve learnt behaviours look loyalty card lt’s maximise Net Promoter Score notjust Ocado offer opportunities options organisation peak-end rule possible Pret A Manger principles prioritise problem product or service products and services profit progressive disclosure reduce response senses sensory shareholder sign value simple smart-phone social media staff stage started step stress success criteria super-objective supermarket task Tesco things ticket touch touchpoints trying Vodafone waiting Waitrose what’s