عنوان

The ten principles behind great customer experiences /

0273775081 (pbk.)

0273775987 (ePub)

9780273775089 (pbk.)

9780273775980 (ePub)

9780273775997 (PDF)

b411271

The ten principles behind great customer experiences /

[Book]

Matt Watkinson

xviii, 222 pages ;

24 cm

Includes bibliographical references and index

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

0

Consumer satisfaction

Customer relations

Customer services

Watkinson, Matt

20141128191506.0

rda

[Book]

Y