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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


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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.

Books By Author Colin Shaw

DNA of Customer Experience by Colin Shaw

The DNA of Customer Experience

Hardback, May 2007
Revolutionize Your Customer Experience by Colin Shaw

Revolutionize Your Customer Experience

Hardback, September 2004
Deciding What We Watch by Colin Shaw

Deciding What We Watch

Hardback, April 1999