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003 KUKTEM
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008 130529t2013 nyu g 001 0 eng d
020 _a9780273775089 (pbk.)
020 _z9780273775997 (PDF)
039 9 _a201402130934
_bsaini
_y201305291038
_zfaiz
040 _aUMP
090 _aHF5415.5 .W38 2013
100 1 _aWatkinson, Matt
245 1 4 _aThe ten principles behind great customer experiences /
_cMatt Watkinson
260 _aNew York :
_bFT Press,
_c2013
300 _axviii, 222 p. ;
_c24 cm.
504 _aIncludes bibliographical references and index
505 0 _aPreface -- 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
650 0 _aCustomer services
650 0 _aCustomer relations
650 0 _aConsumer satisfaction
999 _aVIRTUA40
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999 _aVTLSSORT0080*0200*0201*0400*0900*1000*2450*2600*3000*5040*5050*6500*6501*6502*9992