The ten principles behind great customer experiences - Watkinson, Matt (Harlow, England Pearson Financial Times, 2012)
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.
Keywords: Customer services; Customer relations; Consumer satisfaction