The Ten Principles Behind Great Customer Experiences
Overall WINNER - CMI Management Book of the Year 2014
WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014
Create a great customer experience whoever you are.
Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.
This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.
For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.
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Why the customer experience matters
Why customer experiences arent improving
The ten principles behind great customer experiences
Great customer experiences strongly reflect the customers identity
Great customer experiences satisfy our higher objectives
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