Building Great Customer Experiences

Name: Building Great Customer Experiences
Price: 3.6 USD
Availability: InStock
ISBN: 9781403939494

ISBN-10: 1403939497

ISBN-13: 9781403939494

Edition: 2nd 2002 (Revised)

Authors: Colin Shaw, John Ivens

List price: $54.99

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With the use of compelling examples and case studies, the author in this text examines building and delivering customer satisfaction and so ensuring customer loyalty.

Book details

List price: $54.99
Edition: 2nd
Copyright year: 2002
Publisher: Palgrave Macmillan Limited
Publication date: 9/13/2002
Binding: Paperback
Pages: 224
Size: 6.23" wide x 9.96" long x 0.53" tall
Weight: 0.748

Colin Don Shaw is a former broadcasting executive with the BBC and the Independent Broadcasting Authority and is a visiting scholar at Duke University, North Carolina



The Physical Customer Experience


The Emotional Customer Experience


The Effect of Organization, Multi-Channels and Moments of Contact on the Customer Experience


The Implications of Processes and Systems on the Customer Experience


People: A Key Differentiator


The Massive Impact of Leadership and Culture on the Customer Experience


The Customer Experience is the Embodiment of the Brand


Managing the Customer Experience: The Customer Experience Pyramid


Measuring Your Customer Experience


Targeting: Driving Behaviours That Impact Your Customer Experience


Creating Your Customer Experience Strategy


The Future of Customer Experience