The ten principles behind great customer experiences / Matt Watkinson
Material type:
TextPublication details: New York : FT Press, 2013Description: xviii, 222 p. ; 24 cmISBN: - 9780273775089 (pbk.)
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
Open Shelf
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UMPLIB PEKAN | HF5415.5 .W38 2013 (Browse shelf(Opens below)) | 1 | Available | 0000081081 |
Includes bibliographical references and index
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