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The Ten Principles Behind Great Customer Experiences: The Ten Principles Behind Great Customer Experiences (Financial Times Series) Paperback – December 6, 2012

4.6 out of 5 stars 142 ratings
Part of: Financial Times (62 Books)


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  • The Ten Principles Behind Great Customer Experiences: The Ten Principles Behind Great Customer Experiences (Financial Times Series)
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  • What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • The Effortless Experience: Conquering the New Battleground for Customer Loyalty
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Editorial Reviews

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

Product details

  • Publisher : FT Press; 1st edition (December 6, 2012)
  • Language : English
  • Paperback : 240 pages
  • ISBN-10 : 0273775081
  • ISBN-13 : 978-0273775089
  • Item Weight : 13.3 ounces
  • Dimensions : 6 x 0.6 x 9.1 inches
  • Customer Reviews:
    4.6 out of 5 stars 142 ratings

Customer reviews

4.6 out of 5 stars
4.6 out of 5
142 global ratings
How are ratings calculated?

Top reviews from the United States

Reviewed in the United States on November 12, 2017
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Reviewed in the United States on May 23, 2017
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Reviewed in the United States on July 31, 2016
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Reviewed in the United States on November 28, 2016
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Reviewed in the United States on May 13, 2018
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Reviewed in the United States on January 3, 2017
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Top reviews from other countries

Tinkerbelle
3.0 out of 5 stars Enjoyable read for those new to Customer Experience
Reviewed in the United Kingdom on January 30, 2016
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4 people found this helpful
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Steve Prior
5.0 out of 5 stars So Obvious - Why Doesn't Every Business Do This?
Reviewed in the United Kingdom on January 7, 2015
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3 people found this helpful
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KymH
4.0 out of 5 stars Thoughtful - highly recommended
Reviewed in the United Kingdom on December 19, 2020
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Claire D
5.0 out of 5 stars An insightful design book that's a pleasure to read
Reviewed in the United Kingdom on January 12, 2013
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2 people found this helpful
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Andreea
5.0 out of 5 stars Ten principles that have stood the test of time
Reviewed in the United Kingdom on April 24, 2015
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