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" The ten principles behind great customer experiences / "
Matt Watkinson
| Document Type
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BL
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| Record Number
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582052
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| Doc. No
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b411271
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| Main Entry
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Watkinson, Matt
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| Title & Author
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The ten principles behind great customer experiences /\ Matt Watkinson
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| Page. NO
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xviii, 222 pages ;; 24 cm
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| ISBN
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9780273775089 (pbk.)
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: 0273775081 (pbk.)
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9780273775997 (PDF)
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: 9780273775980 (ePub)
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: 0273775987 (ePub)
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| Bibliographies/Indexes
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Includes bibliographical references and index
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| Contents
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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
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| Subject
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Customer services
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Customer relations
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Consumer satisfaction
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.W385 2013
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