BN.com Gift Guide

The DNA of Customer Experience: How Emotions Drive Value [NOOK Book]

Overview

As 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.
Read More Show Less
... See more details below
The DNA of Customer Experience: How Emotions Drive Value

Available on NOOK devices and apps  
  • NOOK Devices
  • Samsung Galaxy Tab 4 NOOK 7.0
  • Samsung Galaxy Tab 4 NOOK 10.1
  • NOOK HD Tablet
  • NOOK HD+ Tablet
  • NOOK eReaders
  • NOOK Color
  • NOOK Tablet
  • Tablet/Phone
  • NOOK for Windows 8 Tablet
  • NOOK for iOS
  • NOOK for Android
  • NOOK Kids for iPad
  • PC/Mac
  • NOOK for Windows 8
  • NOOK for PC
  • NOOK for Mac
  • NOOK for Web

Want a NOOK? Explore Now

NOOK Book (eBook)
$56.00
BN.com price

Overview

As 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.
Read More Show Less

Editorial Reviews

From the Publisher
'We have used Colin's principles to guide our thinking on how to create a great experience for Harley-Davidson customers. This book takes the thinking on the Customer Experience to the next level. Read it; learn from it, do it!' - Steve Phillips - Vice President - Quality, Reliability & Technical Service. Harley- Davidson Motor Company

'At The Ritz-Carlton we are focused on enhancing the overall experience for our guests which ultimately results in creating Ritz-Carlton ambassadors for life. To do this we strive to remain relevant and up to date on the latest thinking. We have always been great supporters of Colin's thinking on Customer Experience. His insights are extremely valuable and the advice in this book is no exception.' - Diana Oreck - Vice President, Global Learning and Leadership Center Ritz Carlton.

'Learning how you can make significant new profits by evoking customer emotions is something that all CEO's should be paying attention to. Now supported by thought-leading research, backed by leading academics, Colin Shaw shows how this can be achieved in his new book. Through an exhaustive and detailed research and practical work with many clients he can now prove how emotions drive and destroy value and how they can increase or decrease your Net Promoter® score.' - Chuck Kavitsky - President of Allianz of America

'Customer Experience Management is a revolution that has swept the business world in the last few years. Yet, as Colin Shaw shows us, too often we may neglect understanding how our Customers truly feel towards us. Quantifying customer feelings is a breakthrough concept that puts monetary value on this "emotional signature" - and can help transform the relationship a business has with its customers!' - Barry Herstein - Chief Marketing Officer. American Express International

'All business leaders should read this book. For too long firms have ignored the emotional impact of their actions and failed to measure how customers feel. Well no more...in this thought leading book, Colin outlines how you can measure the emotional impact of the Customer Experience and use this to impact your bottom line.' - Txemaa Arnedo - World Wide Small Business & MidMarket Customer Experience Director. Microsoft Corporation

'Once again Colin Shaw shows us the future. As with 'Building Great Customer Experiences' and 'Revolutionize your Customer Experience', ' the DNA of the Customer Experience' develops and grows our knowledge of Customer Experience Management further and at the same time introduces a practical and revolutionary technique to get value from it.' - Simon Fox - Chief Executive. HMV Group Plc.

'The Customer Experience revolution continues as Colin Shaw and his new book again pushes the boundaries of our understanding. Using case studies and leading business research Colin demonstrates the true value of emotions against the bottom-line. This book pulls no punches. It tells you how much you can lose or gain in revenue by evoking the right emotions in your customers.' - Stuart Roberts - Customer Services Director. Barclaycard.

'Thought-leadership at its best. The DNA of the Customer Experience gets to the real heart of what it is that makes Customer Experience Management so valuable as a means to increased profitability and differentiation in the over commoditized world we live in today.' - Rhonda Dishongh - Director, Customer Experience. Memorial Hermann Hospital System

'Truly excellent thought leadership. This book builds on the previous two and deals directly with the core issue that many executives struggle with, "Intuitively I believe it but how can I make a compelling business case to convince others and justify the investment?" Essential reading for all those committed to created great customer experiences in their organisations.' - Gary Price - Director of Customer Experience Implementation. Norwich Union

'How many of us thought that life was just about price and product, well after reading this book you'll all be wondering why you ever thought that was the only thing. As surely as mariners came back from their ventures and said the earth is not flat, you will come away from this enthused and surprised by the true power of emotions.' - Liam Lambert - Operations Director, Europe. Mandarin Oriental

'Truly enlightening, you will never think of the Customer Experience in the same way again.' - Darren Cornish - Head of Customer Experience. Norwich Union

'Do you think your customers just make decision rationally without consideration of their emotions? Well think again. In this new ground-breaking book, Colin Shaw opens our eyes to the world of emotions and how to manage them for profit.' - Steve Hurst - Managing Editor of Customer Management

'What is the customer experience? While it may be difficult to define, you can be sure that its DNA lies in the way a customer feels - just as this book describes. The real triumph of Colin Shaw's latest title, though, is revealing how unlocking the secrets behind customer emotions can boost your bottom line.' - Claudia Hathaway -Editor. CCF & eCCF

'Positive emotions play a huge but secretive role in retail. The next time your Chief Financial Office says emotions are unimportant, show them this book! Far from being of no value their influence is immense; ignore them at your peril or use them for profit the choice is yours' - Mark Campbell - Hamleys Entertainment Manager. Hamleys

'We are so used to dealing with physical things like price and quality and forget that our customers have emotions. But what should we do about it! Well my congratulations to Colin Shaw for finally enlightening us all with a book that ventures into this new territory and shows us how to make a profit at the same time.' - Alan Gordon - Route Director. Stena Line

'At last there is a business book that tells us the value of emotions and a means of unlocking their potential. For too long now business-leaders have ignored this vital aspect of the customer experience at their peril, but not anymore.' - David West - Senior Vice President. Aspect Software

Read More Show Less

Product Details

  • ISBN-13: 9780230578647
  • Publisher: Palgrave Macmillan
  • Publication date: 5/10/2007
  • Sold by: Barnes & Noble
  • Format: eBook
  • Pages: 288
  • Product dimensions: 6.46 (w) x 9.53 (h) x 0.67 (d)
  • File size: 2 MB

Meet the Author

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™ 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
Read More Show Less

Table of Contents

Moving from a religion to a financial imperative
The DNA of a Customer
The importance of the pre & post customer experience
The Destroying cluster
The Attention cluster
The Recommendation cluster
The Advocacy cluster
The link to financial performance via Net Promoter
How to get things done
Show me the money – TNT Case Study
Some good advice
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Posted December 11, 2008

    more from this reviewer

    Great guide to turning customers into advocates for your company

    Colin Shaw demonstrates convincingly why building a great ¿Customer Experience¿ is important to your company. He relates it to important clusters of emotions that either destroy or drive added value, and create loyal customers. While the DNA metaphor is a bit strained (after all, talking about the virus of customer experience wouldn¿t be nearly as poetic, even if it might be a slightly more accurate metaphor), Shaw gets his ideas across well and the underlying principles he outlines are quite good. He provides stories and quotes from his own consulting experience to clarify his points. getAbstract finds this concisely written book valuable and instructive.

    Was this review helpful? Yes  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)