Customer experience text scoops top award at CMI Management Book of the Year

10 February 2014

Customer experience text scoops top award at CMI Management Book of the Year

The Chartered Management Institute’s ‘Management Book of the Year’ awards event was held on 4th February at the British Library.  Henley are proud to have sponsored the event...

The Chartered Management Institute’s (CMI) ‘Management Book of the Year’ awards event was held on 4th February at the British Library.  Henley are proud to have sponsored the event, run by the CMI in association with the British Library.  142 books were entered into this year’s competition, judged by a panel of the UK’s top business and management leaders. 

This year’s winning title, crowned ‘Management Book of the Year’ was The Ten Principles Behind Great Customer Experiences authored by Matt Watkinson.

Commenting on his success, Matt, said:

‘This award is a fantastic endorsement of using principles to make decisions and of the principles themselves... So often we determine customer experience through focus groups and surveys, whereas using principles is faster, easier, and more likely to be right.’
‘If you only take three tips from my book to help put the customer at the centre of your organisation, they should be:
  • Expectations – think about what expectations you’re setting in customers
  • Effort – be effortless to deal with
  • Experience – consider all areas of experience, including social and sensory’

Professor Chris Roebuck, leading British economist and CMI competition judge, explained why Matt’s book struck a chord:

‘This is a book every manager should read – customer-facing or not.  It addresses some of the key challenges organisations are facing in 2014, like how to deepen the relationship with customers in a tough environment.'

The Management Book of the Year category winners were:

Innovation and Entrepreneurship

The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Published by Pearson

Practical Manager:

Decisive by Chip and Dan Heath. Published by Random House

The New Manager: 

Winning without Losing by Martin Bjergegaard and Jordan Milne. Published by Profile

The Commuter's Read:

The Art of Thinking Clearly by Rolf Dobelli. Published by Hodder & Stoughton – Sceptre

Management and Leadership Textbook:

International Management by Elizabeth Christopher. Published by Kogan Page

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