The ten principles behind great customer experiences. (2013)

• Record Type: Book
• Further Information: Note: By Matthew Watkinson.
• Other Names: Watkinson, Matt
• 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.
• Publisher Details: Harlow : FT Publishing International
• Publication Date: 2013
• Extent: 1 online resource (240 pages)
• Subjects: 658.812; Customer services; Customer relations; Consumer satisfaction
• Languages: English
• ISBNs: 9780273775980; 0273775987
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.