{"product_id":"ten-principles-behind-great-customer-experiences-the-9780273775089","title":"Ten Principles Behind Great Customer Experiences","description":"\u003ch2\u003eBook Synopsis\u003c\/h2\u003e\u003cp\u003eMatt 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 \u003ca href=\"http:\/\/www.mattwatkinson.co.uk\" rel=\"noopener\" target=\"_blank\"\u003ewww.mattwatkinson.co.uk\u003c\/a\u003e .\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003ch2\u003eTrade Review\u003c\/h2\u003e\"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.\"         \u003ci\u003eSophie Grove, Business Editor, Monocle\u003c\/i\u003e  \u003cp\u003e\u003ci\u003e\u003c\/i\u003e \u003c\/p\u003e   \"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.\"  \u003cp\u003e\u003cbr\u003e\u003ci\u003e Rory Sutherland, Vice-Chairman of Ogilvy UK \u0026amp; TED Speaker\u003c\/i\u003e\u003c\/p\u003e   \u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003ch2\u003eTable of Contents\u003c\/h2\u003e\u003cp\u003e\u003cem\u003eAbout the author\u003c\/em\u003e\u003c\/p\u003e \u003cp\u003e\u003cem\u003ePreface\u003c\/em\u003e\u003c\/p\u003e \u003cp\u003e\u003cem\u003eAcknowledgements\u003c\/em\u003e\u003c\/p\u003e \u003cp\u003e\u003cem\u003eIntroduction\u003c\/em\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003col\u003e\n\u003cli\u003eWhy the customer experience matters\u003c\/li\u003e\n\u003cli\u003eWhy customer experiences aren’t improving\u003c\/li\u003e\n\u003cli\u003eThe ten principles behind great customer experiences\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences strongly reflect the customer’s identity\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences satisfy our higher objectives\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences leave nothing to chance\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences set and then meet expectations\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences are effortless\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences are stress free\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences indulge the senses\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences are socially engaging\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences put the customer in control\u003c\/li\u003e\n\u003cli\u003eGreat customer experiences consider the emotions\u003c\/li\u003e\n\u003cli\u003eBringing it all together - The Apple customer experience\u003c\/li\u003e\n\u003cli\u003eFinal thoughts\u003c\/li\u003e\n\u003c\/ol\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e\u003cem\u003eNotes\u003c\/em\u003e\u003c\/p\u003e \u003cp\u003e\u003cem\u003eReferences\u003c\/em\u003e\u003c\/p\u003e","brand":"Pearson Education Limited","offers":[{"title":"Default Title","offer_id":48864315441495,"sku":"9780273775089","price":19.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780273775089.jpg?v=1722271370","url":"https:\/\/bookcurl.com\/products\/ten-principles-behind-great-customer-experiences-the-9780273775089","provider":"Book Curl","version":"1.0","type":"link"}