Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it.
This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and is number 256 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Matt:
Matt is an internationally-renowned author, speaker and consultant on customer experience and business strategy.
His first book, The Ten Principles Behind Great Customer Experiences has been described as the definitive book on the subject, winning the CMI Management Book of the Year Award in 2014. Since its release, Matt has become a sought-after keynote presenter, addressing thousands of industry leaders worldwide. His second book, The Grid was released by Random House in 2017, after four years of research and development.
As a consultant, Matt has worked with market leaders in air travel, healthcare, banking, luxury goods, retail, telecoms, snack food, automotive and pharmaceuticals, amongst others. Many clients and colleagues have become life-long friends, hence the name of the consultancy business Matt Watkinson & Friends, which he co-founded with long-time collaborator Ben Smith.
Grab a copy of the book (The Grid: The Decision-making Tool for Every Business (Including Yours)), download the worksheets etc here, say Hi to Matt on Twitter (he doesn’t tweet much despite what the says) @mwtknsn and connect with Matt on LinkedIn here.