The DNA of Customer Experience

How Emotions Drive Value
1. Auflage 2007
ISBN: 978-1-349-35237-1
Verlag: Palgrave Macmillan UK

Buch, Englisch, 186 Seiten, Paperback, Format (B × H): 140 mm x 216 mm, Gewicht: 245 g

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.

Zielgruppe

Research

Autoren/Hrsg.

Shaw, C.

Fachgebiete

• Sozialwissenschaften Psychologie Allgemeine Psychologie Kognitionspsychologie Emotion, Motivation, Handlung
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

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

Über Autor(innen)

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