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The ten principles behind great customer experiences
This chapter introduces the ten principles behind great customer experiences, and highlights the key benefits to using a principle based approach to both identifying problems and making improvements. The chapter concludes with some guidelines for their usage.
- Great customer experiences strongly reflect the customer’s identityOur beliefs and values play a decisive role in our behaviour as customers. Those experiences that reinforce our self-image and resonate with our personal values leave us feeling good about our decisions, while those brands that clearly stand for something engender much stronger loyalty. This is essential to getting the experience right at a brand level.
- Great customer ...
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