The Ten Principles Behind Great Customer Experiences (Financial Times Series)
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...more
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Some good spots but often incoherent. It's hard to understand why these are the 10 most important principles or how to employ them systematically. As a result you can breeze through the book, only pausing in places to highlight useful passages.. ...more