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.
Mục lục
Are You Missing the Gorge? Please Hold Your Call is Important to Us The Guiding Principles The Enablers Sensory Experiences Na Ive Orientation Transactional Orientation Enlightened Orientation Natural Orientation Na Ive to Natural Self-Assessment Summary Understanding, Action & Embedding Case Study: From the Most Ridiculed to the Most Respected Case Study: Build a Bear Workshop Conclusion
Giới thiệu về tác giả
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.
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