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Ten Principles Behind Great Customer Experiences, The: The Ten Principles Behind Great Customer Experiences Paperback – 13 December 2012

4.5 out of 5 stars 188 ratings

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Product description

Review

"Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences."   Sophie Grove, Business Editor, Monocle

 

"Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological."


 Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker


From the Back Cover

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.

 

Written for results

Practical advice that’s easy to implement

Start making improvements fast

 

Everything you need

Get started immediately using the companion worksheets

 

No jargon

Effortless to read

No previous knowledge required

 

Inspiring examples

Key ideas are brought to life by great case studies

 

Universally applicable

The principles work for any product or service, however large the business

 

Concise and skimmable

Read a chapter a day on your commute

Get what you need, whatever your time limits


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Product details

  • Publisher ‏ : ‎ FT Publishing International; 1st edition (13 December 2012)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 240 pages
  • ISBN-10 ‏ : ‎ 0273775081
  • ISBN-13 ‏ : ‎ 978-0273775089
  • Dimensions ‏ : ‎ 15.24 x 1.52 x 23.11 cm
  • Customer Reviews:
    4.5 out of 5 stars 188 ratings

About the author

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Matt is an internationally renowned author, speaker and consultant on customer experience and business strategy. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. His second book, The Grid, was published by Random House in 2017 to critical acclaim.

He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable from Microsoft to the FBI.

Matt is the CEO of Methodical, a customer experience and strategy consultancy based in London and San Francisco. He is also a Senior Visiting Fellow at Cass Business School, London.

Customer reviews

4.5 out of 5 stars
4.5 out of 5
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3.0 out of 5 stars Enjoyable read for those new to Customer Experience
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5.0 out of 5 stars So Obvious - Why Doesn't Every Business Do This?
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5.0 out of 5 stars An insightful design book that's a pleasure to read
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5.0 out of 5 stars Double your profits? believe me it happens
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