About the authorPrefaceAcknowledgementsIntroduction
Matt Watkinson is a designer and consultant who helps businesses get their customer experience right. He has worked with household names, design agencies and management consultancies at home in the UK, in Europe and America. Learn more about Matt at www.mattwatkinson.co.uk .
"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,
"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