The DNA of Customer Experience: How Emotions Drive Value (Google eBook)

Front Cover
Palgrave Macmillan, May 10, 2007 - Business & Economics - 192 pages
0 Reviews
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.
  

What people are saying - Write a review

We haven't found any reviews in the usual places.

Selected pages

Contents

1 Moving from a Religion to a Financial Imperative
1
2 The DNA of a Customer
17
3 The Importance of the Pre and PostCustomer Experience
33
4 The Destroying Cluster
42
5 The Attention Cluster
67
6 The Recommendation Cluster
86
7 The Advocacy Cluster
105
8 The Link to Financial Performance via Net Promoter Score
120
9 How to Get Things Done
135
10 Show Me the Money TNT Case Study
146
11 Some Good Advice
157
Index
161
Copyright

Common terms and phrases

About the author (2007)

COLIN SHAW is author of two best selling books 'Building Great Customer Experiences'and 'Revolutionise your Customer Experience. He is the Founder and CEO of Beyond Philosophy, the worlds leading thought leader in the Customer Experience. They provide Strategic Guidance, Market Research and Education services from their offices in London, England and Atlanta, USA. Beyond PhilosophyTM boasts a number of the worlds largest organisations as clients including Microsoft, T-Mobile, FedEx, IBM and Her Majesty's Cabinet office to name a few.

Due to his expertise Colin has appeared many times on CNN, BBC TV, Sky News & various Radio stations. He has also appeared in most of the National Press in the UK and many other trade publications. He is a sought-after and accomplished speaker, delivering key note speeches around the globe, and is a member of both the International Federation for Professional Speakers and the UK Professional Speakers Association.
www.beyondphilosophy.com

Bibliographic information