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The Ten Principles Behind Great Customer Experiences (Financial Times Series), by Matt Watkinson
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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.
- Sales Rank: #145662 in Books
- Published on: 2013-01-24
- Original language: English
- Number of items: 1
- Dimensions: 9.10" h x .80" w x 6.10" l, 1.01 pounds
- Binding: Paperback
- 240 pages
Review
"Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences." Sophie Grove, Business Editor, Monocle
"Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological."
Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker
From the Back Cover
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
No jargon
Effortless to read
No previous knowledge required
Inspiring examples
Key ideas are brought to life by great case studies
Universally applicable
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
About the Author
Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .
Most helpful customer reviews
12 of 13 people found the following review helpful.
This book will change your life.
By Noah's Ark
I set up my own business a couple of years ago, and I wish I'd been able to read this book before then.
It is incredibly readable, I love the author's style - it's much more sophisticated than most business books, but at the same time the information is so well presented that you can just zip through it. There's no jargon. It took me about a day to read the whole thing cover to cover, but I will be revisiting it constantly because it has such excellent advice throughout.
Customer Experience is such a big deal right now but really most of what you hear about it is waffle; this book unpicks the whole topic and gets to its fundamentals with detail and clarity. It is incredibly well researched, everything is backed up with data and examples, and even better, when I tried to implement some of the ideas using the worksheets on the author's website it really worked. It's made me think about my business, and every other business I have any dealings with in a completely different light. Some of it is deceptively simple: there were plenty of d'uh moments, but what you realize is that it's not just about being able to recognize that, for example, having to sit on hold to the bank for hours is frustrating and annoying, but it's being able to take that lesson and do something about it in your own business. This book offers a framework for the analysis of such issues and how you can not only fix them, but use them as an opportunity delight your customer so they will actually get pleasure out of using your business, and of course, come back and spend more money!
I originally bought this on the UK site because it was published there first - I have recommended it there too. I thought I'd put a review here as well because frankly, I hope businesses in the US get hold of this put it to good use; I will be buying more copies to give to my friends and colleagues.
8 of 8 people found the following review helpful.
Hands on & GPRS guidance on how to get traction from customer experience efforts.
By Christophe Dhaisne
I have now read several books about Customer Experience and I consider this one as one of the best. Having been recently appointed head of customer experience, I am particularly interested into content that connects the dots between the theory, the customer experience academic & business principles on one hand and its practical and operational implementation on the other. This book particularly delivers on that front as it is clearly written by a no non sense and hands on practitioner. I would highly recommend it to anyone willing to get real traction within his/her organization from customer experience efforts.
7 of 7 people found the following review helpful.
This book looks like another book of user experience
By ITrenatabk
THE BEST BOOK for BUSINESS I HAVE READ! This book looks like another book of user experience, however I found it to be one of the best books about how to conduct a business ever. It touches lightly and gracefuly the foundations of management from its beginning until today. Points out all the problems of serving the customer right and all backed up with tons of examples. It is easy to read, clean, and if you don't get it after reading this book, you are not meant to be in business.
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