Description
About the author Preface Acknowledgements Introduction Why the customer experience matters Why customer experiences aren’t improving The ten principles behind great customer experiences Great customer experiences strongly reflect the customer’s identity Great customer experiences satisfy our higher objectives Great customer experiences leave nothing to chance Great customer experiences set and then meet expectations Great customer experiences are effortless Great customer experiences are stress free Great customer experiences indulge the senses Great customer experiences are socially engaging Great customer experiences put the customer in control Great customer experiences consider the emotions Bringing it all together – The Apple customer experience Final thoughts Notes References
