The Ten Principles Behind Great Customer Experiences
Pearson Financial Times, 2012 - Consumer satisfaction - 240 pages
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.
Written for results
Practical advice that's easy to implement
Start making improvements fast
Everything you need
Get started immediately using the companion worksheets
Effortless to read
No previous knowledge required
Key ideas are brought to life by great case studies
The principles work for any product or service, however large the business
Concise and skimmable
Read a chapter a day on your commute
Get what you need, whatever your time limits