Ten Principles Behind Great Customer Experiences, The
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 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.

About the author

Preface

Acknowledgements

Introduction

1. Why the customer experience matters
2. Why customer experiences aren’t improving
3. The ten principles behind great customer experiences
4. Great customer experiences strongly reflect the customer’s identity
5. Great customer experiences satisfy our higher objectives
6. Great customer experiences leave nothing to chance
7. Great customer experiences set and then meet expectations
8. Great customer experiences are effortless
9. Great customer experiences are stress free
10. Great customer experiences indulge the senses
11. Great customer experiences are socially engaging
12. Great customer experiences put the customer in control
13. Great customer experiences consider the emotions
14. Bringing it all together - The Apple customer experience
15. Final thoughts

Notes

References

Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .