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The Ten Principles Behind Great Customer Experiences

4.12  ·  Rating details ·  115 ratings  ·  8 reviews
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
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Paperback, 240 pages
Published December 16th 2012 by FT Press
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Jake Goretzki
Jan 21, 2020 rated it liked it
Shelves: 2020
Decent enough primer for beginners, but rather dated and self-evident by 2020. I'd assumed it was brand new, but it gradually dawned upon me from the case studies and references to iPods, Nokia and assorted forgotten websites that this was circa 2012ish. A lot of this will be familiar to a half decent marketer or peripheral - though no harm articulating it and, frankly, I could still name a dozen major businesses who barely do any of it, Halfords, Evans, Boot's, London Borough of Newham and NHS. ...more
Jean Gekler
May 30, 2018 rated it it was amazing
I met and heard Matt Watkinson speak at MBA Career Services Employer Alliance's European conference in April 2018. His book provides great insights and a framework for your interactions with customers and clients, no matter who you view as your "customers."
Zubair Azam
Dec 03, 2017 rated it really liked it
I enjoyed this book. Very practical, and beautifully written book.
P
Aug 20, 2014 rated it it was amazing
Shelves: design
Why the customer experience matters -- Why customer experiences aren't improving -- The ten principles behind great customer experiences -- Great customer experiences satisfy our highter objectives -- Great customer experience set and then meet expectations -- Great customer experiences are effortless -- Great customer experiences indulge the senses -- Great customer experiences are socially engaging -- Great customer experiences put the customer in control -- Great customer experiences consider ...more
Andrew Spencer
Sep 14, 2016 rated it really liked it
Shelves: i-own-it
Exceptional book filled with insights and practical advice on how to craft Great Customer Experiences. If this is an area you are interested in, academically or professionally, this is a must read. Especially for the case studies.
Bob Sullebarger
May 01, 2014 rated it it was amazing
Shelves: cx
Beautifully researched, written and designed. Matt has the kind of intuitive understanding of human psychology that is essential to grasping why and how we make purchase decisions, and what keeps us coming back. If you are serious about sales & marketing, you need to read this book.
Richard Beaven
Feb 12, 2013 rated it it was amazing
Just excellent! Best business book in ages
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