Building Great Customer Experiences by Colin Shaw
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Building Great Customer Experiences
By Colin Shaw

Building Great Customer Experiences

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Format: Hardback

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Building Great Customer Experiences by Colin Shaw

Book Description

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

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Book Details

ISBN: 9780333990131
ISBN-10: 0333990137
Format: Hardback
(229mm x 152mm x 20mm)
Pages: 240
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 13-Sep-2002
Country of Publication: United Kingdom

Other Editions...


Books By Author Colin Shaw

Accountability and the Public Interest in Broadcasting by Colin Shaw Accountability and the Public Interest in Broadcasting, Hardback (January 2009)

Against a backdrop of great change in technology and the economics of broadcasting and new media, this timely survey of contemporary attitudes to accountability and the public interest in broadcasting is based on over fifty interviews conducted in four democracies: India, Australia, the UK and the US.

DNA of Customer Experience by Colin Shaw DNA of Customer Experience, Hardback (May 2007)

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.

Revolutionize Your Customer Experience by Colin Shaw Revolutionize Your Customer Experience, Hardback (September 2004)

The customer experience has become the next competitive battleground. This volume explores the subject with new research and best practice and shows companies and organizations how to identify where they are and how to revolutionize their customer experience.

Deciding What We Watch by Colin Shaw Deciding What We Watch, Hardback (April 1999)

An examination of the problem of content regulation in the increasing number of broadcasting services available. It explores the moral basis of regulation, including the protection of children, obscenity and bad language, and considers different constraints, such as the law and cultural customs.

» View all books by Colin Shaw

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Author Biography - Colin Shaw

COLIN SHAW is a Founding Partner of Beyond Philosophy, a consultancy company focused upon the customer experience and was formerly Director of Client Experience at BT with overall responsibility for the concept of corporate customer relations in a global context. He has previously worked for Xerox and Mars and is a regular speaker at conferences and in the media on Customer Experience and Emotional Intelligence. JOHN IVENS is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT with responsibility for defining the Customer Experience for Business Customers and implementing programmes to improve the Experience. He has also worked for NatWest Bank and Midlands Electricity.

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Accountability and the Public Interest in Broadcasting by Colin Shaw
DNA of Customer Experience by Colin Shaw
Revolutionize Your Customer Experience by Colin Shaw
Deciding What We Watch by Colin Shaw
Deciding What We Watch by Colin Shaw
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Building Great Customer Experiences by John Ivens
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