Top critical review
Enjoyable read for those new to Customer Experience
on 30 January 2016
I like how the author took a different angle on his book, incorporating more of a philosophical, design, and psychological perspective. He also peppers the book with some unique examples of brands that not everyone has heard of. Clearly he's done a bit of research here, and there are lots of links to the sources of his content. The reasons I give it just three stars: 1) not many quotes, imagery, or artifacts from interviews with people inside the companies mentioned (mainly it's desk research, not primary research, that's behind the content). 2) the principles are not really anything new, in the sense that other books on customer experience point to basically the same principles (just worded and grouped differently). I think in general this is a good book for people who don't really know too much about CX and want a "starter book" (there are other books out there that go much deeper into CX and principles). It's laid out nicely, written well, and shows the author to be an intelligent guy with some interesting, philosophical views on customer experience. I enjoyed reading it.