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First published 2016 (print and electronic)

© Alan Pennington (print and electronic)

The right of Alan Pennington to be identified as author of this work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988.

The print publication is protected by copyright. Prior to any prohibited reproduction, storage in a retrieval system, distribution or transmission in any form or by any means, electronic, mechanical, recording or otherwise, permission should be obtained from the publisher or, where applicable, a licence permitting restricted copying in the United Kingdom should be obtained from the Copyright Licensing Agency Ltd, Barnard’s Inn, 86 Fetter Lane, London EC4A 1EN.

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British Library Cataloguing-in-Publication Data

A catalogue record for the print edition is available from the British Library

Library of Congress Cataloging-in-Publication Data
Names: Pennington, Alan (Customer experience consultant), author.
Title: The customer experience book : how to design, measure and improve customer experience in your business / Alan Pennington.
Description: Harlow, England ; New York : Pearson Education, 2016. | Includes index.
Identifiers: LCCN 2016026463 | ISBN 9781292148465 (pbk.)
Subjects: LCSH: Customer relations. | Customer services.
Classification: LCC HF5415.5 .P456 2016 | DDC 658.8/12--dc23
LC record available at https://lccn.loc.gov/2016026463

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Cover design by Two Associates
Print edition typeset in ITC Giovanni Std 9.5/13 pts by SPi Global
Printed in Great Britain by Henry Ling Ltd, at the Dorset Press, Dorchester, Dorset

NOTE THAT ANY PAGE CROSS REFERENCES REFER TO THE PRINT EDITION