Ten Principles Behind Great Customer Experiences, The (Financial Times Series)

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.

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

I wish there were more examples but the book is still good for inspiration

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.

Some good insights, but not really compelling about why or how to emhance customer experiences

Solid read! I distributed to all my stores for a group read.

Great read. I read it in a day. Sound principles. Practical Examples. Clear Roadmap.

Good read

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.

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.

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.

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..

Buy it! Just buy it! You'll thoroughly enjoy it and never think of your experiences as customer, business owner, manager, employer, employee or citizens in the same light again. This book captures the different aspects of experiences so concisely and clearly that it makes you slap your forehead in disbelief on why you did not think of it yourself. Or perhaps you have, but never found the words to describe it as simply and humorously as the author has done here. The book is structured into short yet expressive chapters which I read one at time over my breakfast - which then made me think of the topic all day, discussing it with friends and colleagues and recognising the principles in the experiences of the day. A really enjoyable experience all in itself. The different sections make sure you don't get bored or carried away and the numerous examples of up-to-date and interesting businesses and their activities makes it a very `down-to-earth' book, which doesn't show off with business jargon, models and theories that are only ever used in academic exams. This book is written for everyday use, with reality in mind and has made me think much more consciously of how and what organisations are achieving and what they are not. I can't recommend this book enough, it's absolutely excellent - and even if you have no interest or scope to influence customer experiences yourself, this book is hugely interesting which made me understand myself as a human being and human consumer much more. It has provided me with more competence and confidence in understanding what I am experiencing and I am enjoying recognising the principles everywhere. I am sure you will enjoy the book as much as I have!!!