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“The Ten Principles Behind Great Customer Experiences (Financial Times Series) (English Edition)”,作者:[Matt Watkinson]
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The Ten Principles Behind Great Customer Experiences (Financial Times Series) (English Edition) Kindle电子书

4.6 颗星,最多 5 颗星 28 星级
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Kindle电子书
¥138.45

页数 : 共242页 生词提示功能: 已启用 更先进的排版模式: 已启用
快速翻书: 已启用 语种: 英语

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"Many of the business manuals or books that cross our desk here at The Entrepreneurs are dry, aspirational, self-help texts devoid of any intellectual spice. Some business themed books however buck the trend. Glance at its title and Matt Watkinson's business tome seems innocuous enough, "The Ten Principles Behind Great Customer Experiences." But crack open the spine, and the prose reveals a cerebral and often original approach to design, customer service and management. He references playwrights, directors and philosophers, and makes their theories applicable to the world of customer experiences."
 
Sophie Grove, Business Editor, Monocle

 

"Businesses and governments are obsessed with setting metrics. These are almost always numerical representations of some objective reality. And that's where the problem lies. First of all because such metrics can almost always be gamed. But also because they often translate badly into subjective experience. Finally here is a book which tackles this problem and has simple, practical principles for solving it. It is part of a whole movement in social science and marketing which leads me to believe - and indeed to hope - that the next revolution will be not technological but psychological."


 Rory Sutherland, Vice-Chairman of Ogilvy UK & TED Speaker


--此文字指其他 kindle_edition 版本。

目录

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

References

 

--此文字指其他 kindle_edition 版本。

基本信息

  • 文件大小 : 1230 KB
  • 纸书页数 : 242页
  • 生词提示功能 : 已启用
  • 标准语音朗读: : 已启用
  • 出版社 : FT Publishing International (2013年2月14日)
  • 同步设备使用情况: : 根据出版商限制,最多 5 台同步设备
  • X-Ray : 未启用
  • 语种: : 英语
  • ASIN : B00BFSMXGU
  • 用户评分:
    4.6 颗星,最多 5 颗星 28 星级
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此商品在美国亚马逊上最有用的商品评论

美国亚马逊: 4.6 颗星,最多 5 颗星 26 条评论
S. Langley
5.0 颗星,最多 5 颗星 Simply laid out and written. Great advice
2017年11月12日 - 已在美国亚马逊上发表
已确认购买
Brittany
5.0 颗星,最多 5 颗星 Well-organized, quick read
2017年5月23日 - 已在美国亚马逊上发表
已确认购买
2 个人发现此评论有用
AndrewSR
5.0 颗星,最多 5 颗星 providing an excellent customer experience is HUGE
2016年7月31日 - 已在美国亚马逊上发表
已确认购买
4 个人发现此评论有用
Andrei Evtimov
5.0 颗星,最多 5 颗星 Precise summary on the basic elements of the Great Customer Experiece
2016年11月29日 - 已在美国亚马逊上发表
已确认购买
1 个人发现此评论有用
Edie and Doug Dafoe
5.0 颗星,最多 5 颗星 Great book!!!
2016年5月26日 - 已在美国亚马逊上发表
已确认购买
1 个人发现此评论有用