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The DNA of Customer Experience - How Emotions Drive Value

de C. Shaw
État : Neuf
63,88 €
TVA incluse - Livraison GRATUITE
C. Shaw The DNA of Customer Experience - How Emotions Drive Value
C. Shaw - The DNA of Customer Experience - How Emotions Drive Value

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Livraison : entre 2021-04-29 et 2021-05-03
Vente et expédition: Dodax EU

La description

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.

Contributeurs

Écrivain:
C. Shaw

Détails du produit

Commentaire illustrations:
Illustrations
Type de média:
Buch gebunden
Éditeur:
Palgrave Macmillan UK
Biographie:
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
Évaluation:
'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 too. 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 '...this is a ver
Langues:
Englisch
Nombre de pages:
186

Données de base

Type d'produit:
Hardback book
Date de publication:
10 mai 2007
Dimensions du colis:
0.226 x 0.147 x 0.022 m; 0.35 kg
GTIN:
09780230500006
DUIN:
EL1P58NTBR8
MPN:
6441260
63,88 €
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