Building Great Customer Experiences, Revised Edition,9781403939494

Building Great Customer Experiences, Revised Edition

by ;
Edition: Revised
ISBN13: 9781403939494
ISBN10: 1403939497
Format: Paperback
Pub. Date: 2004-12-17
Publisher(s): Palgrave MacMillan
List Price: $64.19

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Summary

This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences-something far too many companies neglect. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty, as well as the commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they demonstrate that the customer experience has now become central to the agenda for many companies and organizations.

Author Biography

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.

John Ivens is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT.

Table of Contents

List of figures and tables vi
About the authors viii
The paperback edition x
Endorsements xi
Acknowledgements xiii
Foreword xvi
Preface xix
1 The customer experience tsunami
1(15)
2 The physical customer experience
16(26)
3 The emotional customer experience
42(21)
4 The effect of organization, multi-channels and moments of contact on the customer experience
63(23)
5 The implications of processes and systems on the customer experience
86(14)
6 People: a key differentiator
100(15)
7 The massive impact of leadership and culture on the customer experience
115(21)
8 The customer experience is the embodiment of the brand
136(10)
9 Managing your customer experience: the Customer Experience Pyramid™
146(16)
10 Measuring your customer experience 162(12)
11 Targeting: driving behaviours that impact your customer experience 174(14)
12 Creating your customer experience strategy 188(16)
13 The future of customer experience 204(5)
Notes 209(4)
Index 213

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