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.
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.
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 .
Inhaltsangabe
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
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
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