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Financial Times Ser.: The Ten Principles Behind Great Customer Experiences by Matt Watkinson (2012, Trade Paperback)

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Learn more about Matt at. Author Matt Watkinson. They have a loud voice, a wealth of choice and their expectations are higher than ever. Author Biography. Format Paperback. ISBN-13 9780273775089.

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Product Information

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.

Product Identifiers

Publisher
Pearson Business
ISBN-10
0273775081
ISBN-13
9780273775089
eBay Product ID (ePID)
143584767

Product Key Features

Author
Matt Watkinson
Publication Name
Ten Principles Behind Great Customer Experiences
Format
Trade Paperback
Language
English
Series
Financial Times Ser.
Publication Year
2012
Type
Textbook
Number of Pages
240 Pages

Dimensions

Item Length
9.1in
Item Height
0.6in
Item Width
6in
Item Weight
13.6 Oz

Additional Product Features

Lc Classification Number
Hf5415.5
Reviews
"Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences." Sophie Grove, Business Editor, Monocle "Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological." Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker, "Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at it's title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences." Monocle.com, "Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences." Sophie Grove, Business Editor, Monocle "Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological." Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker
Table of Content
About the author 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 Notes References
Copyright Date
2013
Topic
Marketing / General, Customer Relations, Sales & Selling / General
Lccn
2012-039517
Intended Audience
Scholarly & Professional
Illustrated
Yes
Genre
Business & Economics

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item 1 Ten Principles Behind Great Customer Experiences, The [Financial Times Series]
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item 2 The Ten Principles Behind Great Customer Experiences (Fina... by Watkinson, Matt
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Financial Times Ser.: The Ten Principles Behind Great Customer Experiences by Matt Watkinson (2012, Trade Paperback)

About this product

Product Information

Product Identifiers

Product Key Features

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Additional Product Features

All listings for this product

item 1 Ten Principles Behind Great Customer Experiences, The [Financial Times Series]

item 2 The Ten Principles Behind Great Customer Experiences (Fina... by Watkinson, Matt

item 3 The Ten Principles Behind Great Custo... by Watkinson, Matt Paperback / softback

item 4 The Ten Principles Behind Great Customer Experiences (Fina... by Watkinson, Matt

item 5 The Ten Principles Behind Great Customer Experiences (Financial

item 6 Ten Principles Behind Great Customer Experiences, The (Financial Times Series),

item 7 THE TEN PRINCIPLES BEHIND GREAT CUSTOMER EXPERIENCES By Matt Watkinson & Matt

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