the ten principles behind great customer experiences

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The Ten Principles Behind Great Customer Experiences

Author : Matt Watkinson
ISBN : 9780273775980
Genre : Business & Economics
File Size : 85. 70 MB
Format : PDF, Kindle
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Overall WINNER - CMI Management Book of the Year 2014 WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014 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.

The Ten Principles Behind Great Customer Experiences

Author : Matt Watkinson
ISBN : 0273775081
Genre : Business & Economics
File Size : 53. 93 MB
Format : PDF, Docs
Download : 705
Read : 955

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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 worldimprovements to your customers experiences, whatever your businessdoes 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 "

Building Great Customer Experiences

Author : Colin Shaw
ISBN : 9780333990131
Genre : Business & Economics
File Size : 75. 2 MB
Format : PDF, ePub, Mobi
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Building Great Customer Experiences is by the fresh and exciting team of Colin Shaw and John Ivens who are being called the gurus of the Customer Experience. It examines the new and emerging area of the Customer Experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs. Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and who are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver Great Customer Experiences. The book captures the thoughts and views of over 20 senior business leaders on the Customer Experience, including: * Andrew Rolfe, Chairman and Chief Executive, Pret A Manger * Barry Herstein, Chief Marketing Officer, Financial Times Group * Ian Mc Allister, Former Chairman & Managing Director, Ford UK * Mike Ashton, Senior Vice President of Marketing Worldwide, Hilton International Hotels * David Mead, Chief Operating Officer, First Direct * Robin Terrell, Managing Director, Amazon.co.uk It explores why they now see the customer experience as a sustainable differentiator. With the use of compelling examples and cases the authors show that Building Great Customer Experiences is critical for all companies and organisations.

Customer Experience

Author : Colin Shaw
ISBN : 9780230247819
Genre : Business & Economics
File Size : 28. 51 MB
Format : PDF, ePub
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Shows the growing trends in customer experience that progressive businesses need to understand and focus on in order to give them competitive advantage in today's difficult marketplace

The Customer Experience Revolution

Author : Jeofrey Bean
ISBN : 098266446X
Genre : Business & Economics
File Size : 58. 63 MB
Format : PDF, ePub
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The Apple Experience Secrets To Building Insanely Great Customer Loyalty

Author : Carmine Gallo
ISBN : 9780071793216
Genre : Business & Economics
File Size : 87. 35 MB
Format : PDF
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Praise for THE APPLE EXPERIENCE "There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience." --Guy Kawasaki, author of Enchantment and former chief evangelist of Apple "Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!" --Garr Reynolds, author of Presentation Zen and The Naked Presenter "At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. "An exciting resource for any business owner in any country who wants to reimagine the customer experience." --Loic Le Meur, CEO, LeWeb "Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business." --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction "Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today." --Peter Steinlauf, Chairman, Edmunds.com "This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. " --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Reinvent your business to deliver Apple-like customer satisfaction and profits In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service. Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus: Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience. -

Customer Experience 3 0

Author : John A. Goodman
ISBN : 081443388X
Genre : Business & Economics
File Size : 31. 9 MB
Format : PDF, ePub, Mobi
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"As technology arms your customers with greater and more immediate ways to interact with your company, it becomes imperative that you design a smooth, end-to-end customer experience that incorporates the exciting new media you have at your disposal. Are you taking advantage of and properly managing tools like smart phones, social media, online communities, mobile connectivity and speech analytics? Using illustrative examples, this book reveals the benefits, pitfalls and best practices of the latest technologies, supplying you with real-world guidance to help ensure that your entire organization is working together to create a seamless experience for all of your customers."--Publisher.

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