TY  - BOOK
AU  - Watkinson,Matt
TI  - The ten principles behind great customer experiences
SN  - 9780273775089 (pbk.)
PY  - 2013///
CY  - New York
PB  - FT Press
KW  - Customer services
KW  - Customer relations
KW  - Consumer satisfaction
N1  - 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
ER  -