The ten principles behind great customer experiences by Matthew Watkinson.
Series: Financial Times seriesPublication details: Harlow : Financial Times, 2013Description: xviii, 222 pages : illustrations ; 24 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780273775089 (pbk.) :; 0273775081 (pbk.) :Subject(s): Customer services | Customer relations | Consumer satisfaction | Management and Business StudiesDDC classification: 658.812| Item type | Current library | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
| Book - Standard loan | Lanyon Plaza Library | 658.812 WAT (Browse shelf(Opens below)) | Available | C08352 |
Formerly CIP. Uk
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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