A lower priced version of this book is available
Save £2.95 (15%) by choosing the Kindle Edition.
£11.38
Kindle price
£14.33
Paperback price

Save <span class="a-color-price">£2.95 (15%)</span> by choosing the Kindle Edition. Read now with the free Kindle app
Available on iOS, Android, Mac & PC.
  • RRP: £20.00
  • You Save: £5.67 (28%)
FREE Delivery in the UK.
In stock.
Dispatched from and sold by Amazon. Gift-wrap available.
The Ten Principles Behind... has been added to your Basket
+ £0.00 delivery
Used: Good | Details
Sold by Greener_Books
Condition: Used: Good
Comment: includes underlining in pen **SHIPPED FROM UK** We believe you will be completely satisfied with our quick and reliable service. All orders are dispatched as swiftly as possible! Buy with confidence!
Have one to sell?
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 2 images

The Ten Principles Behind Great Customer Experiences (Financial Times Series) Paperback – 6 Dec 2012

4.7 out of 5 stars 69 customer reviews

See all 4 formats and editions Hide other formats and editions
Amazon Price
New from Used from
Kindle Edition
Paperback
£14.33
£14.32 £3.44
Note: This item is eligible for click and collect. Details
Pick up your parcel at a time and place that suits you.
  • Choose from over 13,000 locations across the UK
  • Prime members get unlimited deliveries at no additional cost
How to order to an Amazon Pickup Location?
  1. Find your preferred location and add it to your address book
  2. Dispatch to this address when you check out
Learn more
click to open popover


Frequently bought together

  • The Ten Principles Behind Great Customer Experiences (Financial Times Series)
  • +
  • The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Total price: £26.81
Buy the selected items together

Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone

To get the free app, enter your mobile phone number.



Only on Amazon: One product for every need Only on Amazon: New Releases


Product details

  • Paperback: 241 pages
  • Publisher: Ft Press; 01 edition (6 Dec. 2012)
  • Language: English
  • ISBN-10: 0273775081
  • ISBN-13: 978-0273775089
  • Product Dimensions: 15.5 x 1.5 x 23.4 cm
  • Average Customer Review: 4.7 out of 5 stars 69 customer reviews
  • Amazon Bestsellers Rank: 151,579 in Books (See Top 100 in Books)
  • Would you like to tell us about a lower price?
    If you are a seller for this product, would you like to suggest updates through seller support?

  • See Complete Table of Contents

Product description

Review

"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


From the Back Cover

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.

 

Written for results

Practical advice that’s easy to implement

Start making improvements fast

 

Everything you need

Get started immediately using the companion worksheets

 

No jargon

Effortless to read

No previous knowledge required

 

Inspiring examples

Key ideas are brought to life by great case studies

 

Universally applicable

The principles work for any product or service, however large the business

 

Concise and skimmable

Read a chapter a day on your commute

Get what you need, whatever your time limits

See all Product description

Related media


69 customer reviews

4.7 out of 5 stars

Review this product

Share your thoughts with other customers

Read reviews that mention

Showing 1-4 of 69 reviews

30 January 2016
Format: PaperbackVerified Purchase
3 people found this helpful
Comment Report abuse
7 January 2015
Format: Kindle EditionVerified Purchase
One person found this helpful
Comment Report abuse
12 January 2013
Format: PaperbackVerified Purchase
One person found this helpful
Comment Report abuse
29 August 2014
Format: Kindle EditionVerified Purchase
One person found this helpful
Comment Report abuse

Would you like to see more reviews about this item?

Pages with related products. See and discover other items: principles of marketing, business studies, consumer behaviour, design thinking

Where's My Stuff?

Delivery and Returns

Need Help?