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.

Read more
Collapse

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 .

Read more
Collapse
5.0
1 total
Loading...

Additional Information

Publisher
Pearson UK
Read more
Collapse
Published on
Feb 14, 2013
Read more
Collapse
Pages
240
Read more
Collapse
ISBN
9780273775980
Read more
Collapse
Read more
Collapse
Read more
Collapse
Language
English
Read more
Collapse
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
Read more
Collapse
Content Protection
This content is DRM protected.
Read more
Collapse
Eligible for Family Library

Reading information

Smartphones and Tablets

Install the Google Play Books app for Android and iPad/iPhone. It syncs automatically with your account and allows you to read online or offline wherever you are.

Laptops and Computers

You can read books purchased on Google Play using your computer's web browser.

eReaders and other devices

To read on e-ink devices like the Sony eReader or Barnes & Noble Nook, you'll need to download a file and transfer it to your device. Please follow the detailed Help center instructions to transfer the files to supported eReaders.
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. 

Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard

As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers

Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

____________________
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.
____________________

'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

Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all in order to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Don’t let that happen to you!Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows readers how to:• Design and deliver flawless services and products while setting honest customer expectations • Create and implement an effective customer access strategy • Capture and leverage the voice of the customer to set priorities and improve products, services and marketing • Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves . . . while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. This groundbreaking, must-have guide reveals how to delight customers using all the technological tools at their disposal.
©2019 GoogleSite Terms of ServicePrivacyDevelopersArtistsAbout Google|Location: United StatesLanguage: English (United States)
By purchasing this item, you are transacting with Google Payments and agreeing to the Google Payments Terms of Service and Privacy Notice.