Archive for the 'customer experience' Category

Creating Great Customer Experiences

Jun 19 2013 Published by Neil Gains under customer experience

In The Ten Principles Behind Great Customer Experiences, Matt Watkinson provides a very practical guide to customer experience design and management, backed with a range of examples from different industries (mostly UK based). I particularly like the way that the author focuses on the ‘qualitative’ aspects of experience, including the sensory and psychological elements, arguing that these cannot be measured quantitatively through standard metrics. As he puts it, “it’s not what the features and functions of the product or service allow us to do, it’s how it makes us feel”. He also focuses on ‘individuals’ rather than ‘customers’ as many significant experiences with a business are likely to happen before someone is a customer. Read more »

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