The
ten principles behind great customer experiences
Watkinson, Matt
creator
text
nyu
New York
FT Press
2013
monographic
eng
xviii, 222 p. ; 24 cm.
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
general
Matt Watkinson
Includes bibliographical references and index
Customer services
Customer relations
Consumer satisfaction
9780273775089 (pbk.)
UMP
130529
20251125095534.0
vtls000069707