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Ten Principles Behind Great Customer Experiences, The (Financial Times Series) Paperback – December 6, 2012

by Matt Watkinson (Author)
4.5 4.5 out of 5 stars 269 ratings
See all formats and editions
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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.

Read more Read less
Previous page
  1. Print length
    240 pages
  2. Language
    English
  3. Publisher
    FT Publishing International
  4. Publication date
    December 6, 2012
  5. Dimensions
    6 x 0.6 x 9.1 inches
  6. ISBN-10
    0273775081
  7. ISBN-13
    978-0273775089
  8. See all details
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Editorial Reviews

Review

"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

From the Back Cover

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.

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

Product details

  • Publisher ‏ : ‎ FT Publishing International; 1st edition (December 6, 2012)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 240 pages
  • ISBN-10 ‏ : ‎ 0273775081
  • ISBN-13 ‏ : ‎ 978-0273775089
  • Item Weight ‏ : ‎ 13.4 ounces
  • Dimensions ‏ : ‎ 6 x 0.6 x 9.1 inches
  • Customer Reviews:
    4.5 4.5 out of 5 stars 269 ratings

About the author

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Matt Watkinson

Matt Watkinson

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Matt is an internationally renowned author, speaker and consultant on customer experience and business strategy. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. His second book, The Grid, was published by Random House in 2017 to critical acclaim.

He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable from Microsoft to the FBI.

Matt is the CEO of Methodical, a customer experience and strategy consultancy based in London and San Francisco. He is also a Senior Visiting Fellow at Cass Business School, London.

Customer reviews

4.5 out of 5 stars
4.5 out of 5
269 global ratings

Top reviews from the United States

Fredrik
5.0 out of 5 stars I also bought in UK and now in USA
Reviewed in the United States on March 12, 2013
Verified Purchase
As I now received further 12 more books and bought them from the US Amazon site, I copy my review in UK on here.
The internal reviews from our company is all in unison.
I also know more direct orders from my colleagues.
This is very inspirational and spot on simple in order to bring theory to action!
---------------------------
UK Amazon review

I placed two pre-orders of a total of 24 books in October just after short contact with Matt.
His input, pre-view and concept was so convincing that I "took the chance" for this amount of orders without even having held a single copy in my hand.
Now a month after receiving the books and us beginning to spread them to a selective crowd of managers, I am really happy for what we have done.

The concept is so basic and so direct in approach that it supports what we are striving for.
We will continue to focus on improving our products like any company needs to do, but we will also in paralell drive the aspects of what we call Quality Service Experience.
This books suppports the basics of this mindset.
Behaviour & Attitude are basic key elements in any full scope product delivery.
Examples are plentiful and valuable.
Website with worksheets and updates are adding good value.

For us (for many it could be the main value of the book) I can see strong added value in driving simplicity in product design. To examplify it, I take a quote from Apple and I think it was Steve Jobs words in one of their brochures, "Simplicity is the ultimate sophistication."

Thanks Matt, the book is a great support in the above mentioned topics.

More orders are very likely to be placed soon on our behalf and further reviews will be placed as we work more with it
3 people found this helpful
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Michael spivey
5.0 out of 5 stars Great book!
Reviewed in the United States on March 28, 2024
Verified Purchase
Solid read! I distributed to all my stores for a group read.
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Helen Rozanova
4.0 out of 5 stars Good read
Reviewed in the United States on October 29, 2014
Verified Purchase
I wish there were more examples but the book is still good for inspiration
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Amazon Customer
5.0 out of 5 stars If you want to succeed in small business in America read this book!
Reviewed in the United States on August 10, 2016
Verified Purchase
If you own a small business, as I do, or run a Fortune 500 company this is the one book you must read. The ideas conveyed are easy to understand and most importantly easy for any business owner, big or small, to implement. I have read hundreds of business books and this is the only book that a business owner needs to significantly improve their business, period. Follow the ten principles and you will start seeing results in how your employees and your customers respond to the positive changes. If you follow the 10 principles your business will worry much less about being "disrupted" by the next innovation because your customers will already be so happy with the service they are receiving from your business. Hope the author has more advice for business owners as this book has gone to the top of my list of business books.
One person found this helpful
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Naomi Holmes
3.0 out of 5 stars It was OK
Reviewed in the United States on May 12, 2015
Verified Purchase
Some good insights, but not really compelling about why or how to emhance customer experiences
One person found this helpful
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Indigo
5.0 out of 5 stars Great ideas with practical examples
Reviewed in the United States on May 31, 2021
Verified Purchase
Great read. I read it in a day. Sound principles. Practical Examples. Clear Roadmap.
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AndrewSR
5.0 out of 5 stars providing an excellent customer experience is HUGE
Reviewed in the United States on July 31, 2016
Verified Purchase
When we think of traditional healthcare, we don't always consider "customer service" as an essential component. But the fact is, as the healthcare environment changes, and the cost is being shifted more to the consumer, people are starting to become more selective when they choose healthcare providers. What really distinguishes one provider from the next? The reality is, providing an excellent customer experience is HUGE. As a physical therapist myself, the research even shows the the things that patients value the most-- empathy, effective communication, trust, and meeting expectations, all things that are highlighted in this book. I cannot recommend this book enough. Anyone involved in any type of business or sales will take away valuable and actionable information from this. As an aside, I also had the pleasure to interview Matt for an upcoming episode of the "Healthcare DisruPTion podcast" soon to be found on itunes and currently on updocmedia.com.
4 people found this helpful
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Amazon Customer
4.0 out of 5 stars Four Stars
Reviewed in the United States on January 3, 2017
Verified Purchase
Good read
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Top reviews from other countries

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Mark A Stevenson
4.0 out of 5 stars Timeless, universal and self evident
Reviewed in Canada on June 26, 2020
Verified Purchase
Well written and straight to the point. Aligns well with our core principles of Operational Excellence
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Hari Ramachandra
5.0 out of 5 stars Very valuable, good content - A real good book.
Reviewed in India on May 19, 2021
Verified Purchase
I just finished reading this book. Very valuable with lots of good content, questions, examples. Really felt like read a good book after long time. Must read book for anyone in customer experience services, product or consulting.

Simple design of the flow that helps to contextualise the flow. Good design.
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Nicolas
5.0 out of 5 stars Du régal pour l'esprit, pour tous les fanatiques de l'expérience client. Un must!
Reviewed in France on September 29, 2020
Verified Purchase
Peut importe dans quel domaine vous avez eu l'habitude de travailler, mass market, premium ou luxe, ce livre est très contextuel dans son approche. Je pense que c'est un must de lecture pour n'importe quelle personne, soit en retail, ou fonction HQ. A plusieurs reprises, Amazon est bien entendu montré comme exemple à suivre, sans aucune surprise.
One person found this helpful
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AmazingPM
5.0 out of 5 stars Sencillo, grafico y muy directo
Reviewed in Spain on April 27, 2017
Verified Purchase
Muy bien estructurado. Ejemplos muy contundentes.
Visión desde el sentido comnún pero puesta en claro de cómo se Deben enfocar las empresas respecto a sus clientes; como personas con estimulos que dirigen sus compras..
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Jose Davi Furlan
5.0 out of 5 stars Excellent book!
Reviewed in Brazil on May 25, 2014
Verified Purchase
Among several books over customer experience I've already read I found Matt's The Ten Principles Behind Great Customer Experiences one of the most valuable. Trully recommended.
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