Over recent years, companies have shifted their approach to compete predominantly on customer experience. CX programmes have a proven track record of increasing customer satisfaction, loyalty and revenues. However, in order to deliver an exceptional customer experience, businesses need to first understand what are the principles behind successful CX programmes. Matt Watkinson’s book – The Ten Principles Behind Great Customer Experiences, provides some of the most important stepping stones that will guide organisations to their path of continued growth.
Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. His book has been described by Forrester Research as a fundamental must read for CX professionals with well reasoned conceptual theory and pragmatic examples that include rich case studies.
That being said, let’s explore some of Matt Watkinson’s most important principles behind great customer experiences.