If customer experience matters so much, why do so many managers neglect it?


The Chartered Management Institute (CMI) has urged managers to put a greater emphasis on customer experience, following making Matt Watkinson’s ‘The Ten Principles Behind Great Customer Experience’ their ‘Management Book of the Year’ for 2014. The award, which is run in association with the British Library and sponsored by Henley Business School, is judged by a panel of the UK’s top business and management leaders. Matt Watkinson’s book, published by Pearson, won the Innovation and Entrepreneurship category before being chosen as overall award-winner.

Professor Chris Roebuck, leading British economist and CMI competition judge, explained why Matt’s book struck a chord: “It addresses some of the key challenges managers are facing in 2014, like how to address costs without sacrificing customer experience.

For more information visit www.managers.org.uk