The Ten Principles Behind Great Customer Experiences

Pearson UK
1
Free sample

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.

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About the author

Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .

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Additional Information

Publisher
Pearson UK
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Published on
Feb 14, 2013
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Pages
240
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ISBN
9780273775980
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Language
English
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Genres
Business & Economics / Customer Relations
Business & Economics / General
Business & Economics / Marketing / General
Business & Economics / Sales & Selling / General
Business & Economics / Small Business
Business & Economics / Strategic Planning
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Content Protection
This content is DRM protected.
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Eligible for Family Library

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This ground-breaking book from award-winning author MATT WATKINSON reveals the fundamental, inseparable elements behind the success of every business.

The Grid provides the mental scaffolding to help you:

· Evaluate and refine product and service ideas
· Reduce risk by considering the broader impact of strategic decisions
· Identify the root causes of business challenges
· Anticipate the impact of changes in the market and turn them to your advantage
· Collaborate more effectively across teams

Combining practical guidance with real-world examples, The Grid will bring clarity and confidence to your business decision-making.
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'The Grid provides you with a simple way to look at the complex system which is your business. With the possible exception of Warren Buffett, everyone needs to read this book.' RORY SUTHERLAND, VICE CHAIRMAN, OGILVY GROUP

'The Grid provides a systematic framework for looking at virtually all the critical aspects of your business, and maybe more valuable, at how each affects the others. It'll be a rare reader who doesn't come away with fresh, useful insights into his or her enterprise.' WALTER KEICHEL III, author of The Lords of Strategy

'Matt Watkinson distils strategic know-how into nine ingenious perspectives and, with the use of clever examples, shows us how to apply this technique of thinking to any business problem or market opportunity. An extraordinarily powerful book.' DR JULES GODDARD, author of Uncommon Sense, Common Nonsense

'The Grid presents a unique, joined up approach to decision-making, revealing both the holistic nature of business and all the key elements a business must consider. I can safely say that if you only read one business book in your life it should be The Grid.' PHILIP ROWLEY, Chief Finance Officer, Sony Pictures Entertainment

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