01677nam a2200265 a 4500 vtls000069707 KUKTEM 20251125095534.0 130529t2013 nyu g 001 0 eng d 9780273775089 (pbk.) 9780273775997 (PDF) 201402130934 saini 201305291038 faiz UMP HF5415.5 .W38 2013 Watkinson, Matt The ten principles behind great customer experiences / Matt Watkinson New York : FT Press, 2013 xviii, 222 p. ; 24 cm. 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 Customer services Customer relations Consumer satisfaction 0 0 0 0 20000 20000 2019-09-04 115.89 1 HF5415.5 .W38 2013 0000081081 2019-09-19 00:00:00 2019-09-12 1 115.89 2019-09-04 OPEN VIRTUA40 72365 72371 VTLSSORT0080*0200*0201*0400*0900*1000*2450*2600*3000*5040*5050*6500*6501*6502*9992