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by Matt Watkinson
The Ten Principles Behind Great Customer Experiences
Cover
Title page
Contents
Dedication
About the author
Preface
Acknowledgements
Introduction
1 Why the customer experience matters
2 Why customer experiences aren’t improving
3 The ten principles behind great customer experiences
4 Great customer experiences strongly reflect the customer’s identity
5 Great customer experiences satisfy our higher objectives
6 Great customer experiences leave nothing to chance
7 Great customer experiences set and then meet expectations
8 Great customer experiences are effortless
9 Great customer experiences are stress free
10 Great customer experiences indulge the senses
11 Great customer experiences are socially engaging
12 Great customer experiences put the customer in control
13 Great customer experiences consider the emotions
14 Bringing it all together – the Apple customer experience
15 Final thoughts
Notes
Index
Imprint
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