The DNA of Customer Experience: How Emotions Drive Value (Google eBook)
As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.
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1 Moving from a Religion to a Financial Imperative
2 The DNA of a Customer
3 The Importance of the Pre and PostCustomer Experience
4 The Destroying Cluster
5 The Attention Cluster
6 The Recommendation Cluster
7 The Advocacy Cluster
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