The Ten Principles Behind Great Customer Experiences

Matt Watkinson ()
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Matt Watkinson: Cass Business School

A chapter in Marketing Wisdom, 2019, pp 101-114 from Springer

Abstract: Abstract Life-changing events are not always obviously so. Eleven years ago, the man sitting next to me at work struck up a conversation about photography. Today we are best friends and business partners. A few years later he introduced me to a Danish woman at a restaurant in London. I am now that lovely lady’s husband.

Keywords: Great Customer Experience; Customer Journey; Fundamental Appeal; Wait Time Management; Boarding Pass (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-981-10-7724-1_7

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DOI: 10.1007/978-981-10-7724-1_7

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