The Ten Principles Behind Great Customer ExperiencesOverall 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.
|
What people are saying - Write a review
We haven't found any reviews in the usual places.
Contents
Preface | |
Acknowledgements | |
Introduction | |
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 | |
Final thoughts | |
Notes | |
Other editions - View all
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
Bibliographic information
| Title | The Ten Principles Behind Great Customer Experiences Financial Times Series |
| Author | Matt Watkinson |
| Publisher | Pearson UK, 2013 |
| ISBN | 0273775987, 9780273775980 |
| Length | 240 pages |
| Subjects | › › Business & Economics / Customer Relations Business & Economics / General Business & Economics / Marketing / General Business & Economics / Sales & Selling / General Business & Economics / Small Business Business & Economics / Strategic Planning |
| Export Citation | BiBTeX EndNote RefMan |