Download The Ten Principles Behind Great Customer Experiences by Matt Watkinson PDF

By Matt Watkinson

Overall WINNER - CMI administration e-book of the yr 2014

WINNER - Innovation & Entrpreneurship type on the CMI Awards 2014



Create an outstanding shopper event whoever you are.


Customers are strong. they've got a noisy voice, a wealth of selection and their expectancies are greater than ever.


This booklet covers ten ideas you should use to make actual world improvements for your shoppers’ reviews, no matter what your business does and whoever you are.


For managers, leaders and those beginning a brand new business, the ebook exhibits that making advancements shoppers will enjoy doesn’t have to be complex or break the bank.


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Additional info for The Ten Principles Behind Great Customer Experiences

Example text

The voice of the customer gets lost in the melee, and nothing improves. WHY CUSTOMER EXPERIENCES ARENT IMPROVING 29 Apple have taken the opposite approach. Steve Jobs is quoted in his biography by Walter Isaacson Ive 'has more operational as saying that design chief Jonathan power than anyone else at Apple except me. There's no one who can tell him what to do or to butt out. '10 This may go some way to explaining why the design of their products appears to have such purity. By contrast, of the companies that I've consulted for in the last seven years, not one has had design or customer experience represented at board level, yet almost all of them have referenced Apple as the gold standard to which they aspire.

It should be called giraffe received a renaming much bread. ' She reply from a customer service agent that said, 'I think tiger more bread like the giraffe blotches bread on a is a brilliant giraffe than idea the - it looks stripes on a tiger, doesn't it? It is called tiger bread because the first baker who made it a l-o-o-o-ng time ago thought it looked stripey like a tiger. 25 I first heard about this story when it appeared on my own Facebook feed. It covered has been seen by BBC News. by hundreds of thousands of people and Most of the comments were hugely positive towards Chris King and the Sainsbury's brand.

Social media If user contributed content started the shift of power towards the consumer, its evolution into what we now call 'social media' took things to a whole new level. In October 2010 a Dutch comedian Youp van't Hek decided to share his frustrations with his audience of 45,000 Twitter followers: The terror of T-Mobile is funny. For every mistake they apologise and they refer you to the customer service. '15 had passed He had sent his son's phone without successful half-an-hour he was contacted resolution in for repair and weeks of the problem.

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