The DNA of Customer Experience: How Emotions Drive Value
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
Other editions - View all
achieve Advocacy Cluster airline asked Attention Cluster brand Britannia Building Society Build-A-Bear Workshop client Cluster of emotions Colin Colin Shaw consider core cortex cost create Customer Experience customer feels customer satisfaction customer service customer’s deal delivered Destroying Cluster discovered Emotional Signature emotionally engaging employees ensure evoke the emotions example felt Figure Fireman’s Fund focus focused frustrated give guests happening happy high value customers ience important improve indulgent London Business School look Lorraine loyal customers loyalty maître d manager Memorial Hermann Hospital Moment Mapping mood organization people’s person poor experience Promoter Recommendation Cluster revenue scores sector senior someone stimulated take to evoke talking targets tell things thought Tim Tam tion Cluster trying understand the DNA voice menu