Building Great Customer Experiences
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Building Great Customer Experiences by Colin Shaw
Book DescriptionThis 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 DetailsISBN: 9780333990131
(229mm x 152mm x 20mm)
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 13-Sep-2002
Country of Publication: United Kingdom
Books By Author 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, 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, 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, Hardback (April 1999)» View all books by Colin Shaw
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.
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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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