The ten principles behind great customer experiences /

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 busines...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Watkinson, Matt (Author)
Format: Electronic eBook
Language:Inglés
Published: Harlow, England ; New York : Pearson Education, 2013.
Subjects:
Customer services.
Customer relations.
Consumer satisfaction.
Service à la clientèle.
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Consumer satisfaction
Customer relations
Customer services
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • Preface
  • 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.

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