The DNA of Customer Experience
How Emotions Drive Value
By (author) Colin Shaw
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DNA of Customer Experience by Colin Shaw
Book DescriptionAs 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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Book DetailsISBN: 9780230500006
(216mm x 140mm x 16mm)
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 10-May-2007
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.
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.
Building Great Customer Experiences, Hardback (September 2002)
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.
Deciding What We Watch, Paperback (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 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 Philosophy(TM) 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
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