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

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 reviewI 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

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

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

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.

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

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.

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

Good read