Revolutionize Your Customer Experience

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Springer, 22 sep 2004 - 220 pagina's
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In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
 

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Geselecteerde pagina's

Inhoudsopgave

1 Are you missing the gorge?
1
2 Please hold your call is important to us
25
3 The guiding principles
48
4 The enablers
70
5 Sensory experiences
81
6 Naīve orientation
91
7 Transactional orientation
109
8 Enlightened orientation
127
Naīve to Natural selfassessment summary sheet
165
10 Understanding action and embedding
166
from the most ridiculed to the most respected
181
BuildABear Workshop
198
dare to be different
209
Notes
214
Index
216
Copyright

9 Natural orientation
148

Overige edities - Alles bekijken

Veelvoorkomende woorden en zinsdelen

Over de auteur (2004)

COLIN SHAW is a Founding Partner of Beyond Philosophy and a leading expert on the Customer Experience. He is the author, with John Ivens, of the groundbreaking book, Building Great Customer Experiences and has worked with blue chip companies including Mars Ltd., Rank Xerox and BT. Previously he was Director of Customer Experience for one of the world's largest global companies. Colin has delivered keynote speeches on customer experience worldwide and appears frequently in newspapers, television and radio.

Bibliografische gegevens