Building Great Customer Experiences

Building Great Customer Experiences

by Colin Shaw, John Ivens
     
 

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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… See more details below

Overview

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 organizations.

Editorial Reviews

From the Publisher

Reviews of the hardback edition:
"There are not many people who understand the new paradigm of the customer experience. The emerging gurus on the subject are Colin Shaw and John Ivens with their holistic approach. We will have to embrace the paradigm they are unlocking and focus on our customer experience if we are to be successful in the future."--Steve Harvey, Director of People, Profits & Loyalty, Microsoft

"This book hits the strikezone of how marketers, and organizations overall, need to be thinking to win today. It's a clear roadmap for building a high performance organization crystallized around the customer."--Barry Herstein, Chief Marketing Officer, Financial Times Group, New York

"John and Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organization. We have all talked about the why for years, but now there is no excuse, this is how."--Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies

Product Details

ISBN-13:
9780333990131
Publisher:
Palgrave Macmillan
Publication date:
10/30/2002
Edition description:
First Edition
Pages:
240
Product dimensions:
6.00(w) x 9.00(h) x 0.56(d)

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