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Description - Building Great Customer Experiences by Colin Shaw

This volume 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 examples and cases, the authors show that this is key for all companies and organizations.

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Book Details

ISBN: 9780333990131
ISBN-10: 0333990137
Format: Hardback
(229mm x 152mm x mm)
Pages: 224
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 13-Sep-2002
Country of Publication: United Kingdom

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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 speaks regularly at conferences on Customer Experience and Emotional Intelligence. JOHN IVENS is also 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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