Building great customer experiences / Colin Shaw and John Ivens.

By:

Shaw, Colin, 1958-

Contributor(s):

Ivens, John

Material type: Text

TextSeries: Beyond philosophyPublication details: Basingstoke : Palgrave Macmillan, 2005.Edition: Rev edDescription: xxii, 218 p. : ill. ; 24 cmISBN:

0333990137 (cased)
9780333990131 (cased)

Subject(s):

DDC classification:

658.812 SHA

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	658.812 SHA (Browse shelf(Opens below))	1	Available		39002100504035

Enhanced descriptions from Syndetics:

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.

Previous ed.: 2002.

Includes bibliographical references and index.

Table of contents provided by Syndetics

The Physical Customer Experience
The Emotional Customer Experience
The Effect of Organization, Multi-Channels and Moments of Contact on the Customer Experience
The Implications of Processes and Systems on the Customer Experience
People: A Key Differentiator
The Massive Impact of Leadership and Culture on the Customer Experience
The Customer Experience is the Embodiment of the Brand
Managing the Customer Experience: The Customer Experience Pyramid
Measuring Your Customer Experience
Targeting: Driving Behaviours That Impact Your Customer Experience
Creating Your Customer Experience Strategy
The Future of Customer Experience

Author notes provided by Syndetics

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.