
The Ten Principles Behind Great Customer Experiences: The Ten Principles Behind Great Customer Experiences - Financial Times Series (Paperback)
Matt Watkinson (author)
£20.00
Paperback
240 Pages /
Published: 06/12/2012
- In stock
Overall WINNER - CMI Management Book of the Year 2014
WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014
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 business does and whoever you are.
For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn't need to be complicated or cost a fortune.
Publisher: Pearson Education Limited
ISBN: 9780273775089
Number of pages: 240
Weight: 380 g
Dimensions: 234 x 152 x 18 mm
MEDIA REVIEWS
"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." Sophie Grove, Business Editor, Monocle
"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."
Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker
You may also be interested in...
Please sign in to write a review
Sign In / Register
Not registered? CREATE AN ACCOUNTCREATE A plus ACCOUNT
Sign In
Download the Waterstones App
Would you like to proceed to the App store to download the Waterstones App?
Click & Collect
Reserve online, pay on collection
Alternatively, for multiple items you may find it easier to add to basket, then pay online and collect in as little as 2 hours, subject to availability.
Alternatively, for multiple items you may find it easier to add to basket, then pay online and collect in as little as 2 hours, subject to availability.
Thank you for your reservation
Your order is now being processed and we have sent a confirmation email to you at
When will my order be ready to collect?
Following the initial email, you will be contacted by the shop to confirm that your item is available for collection.
Call us on or send us an email at
Unfortunately there has been a problem with your order
Please try again or alternatively you can contact your chosen shop on or send us an email at