The ten principles behind great customer experiences defined by Matt Watkinson in his book
- 1. Great customer experiences strongly reflect the customer’s identity
- 2. Great customer experiences satisfy our higher objectives
- 3. Great customer experiences leave nothing to chance
- 4. Great customer experiences set and then meet expectations
- 5. Great customer experiences are effortless
- 6. Great customer experiences are stress free
- 7. Great customer experiences indulge the senses
- 8. Great customer experiences are socially engaging
- 9. Great customer experiences put the customer in control
- 10. Great customer experiences consider the emotions
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