What is included with this book?
Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .
Introduction
Why the customer experience matters
Why customer experiences arent improving
The ten principles behind great customer experiences
Great customer experiences strongly reflect the customers 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
References
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.