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Revolutionize Your Customer Experience » (1st Edition)
Authors: Colin Shaw
ISBN-13: 9781403936035, ISBN-10: 140393603X
Format: Hardcover
Publisher: Palgrave Macmillan
Date Published: November 2004
Edition: 1st Edition
Author Biography: Colin Shaw
Colin Shaw is a founding partner of Beyond Philosophy and a leading expert on the customer experience.
Book Synopsis
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.
Table of Contents
| 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 | Naive orientation | 91 |
| 7 | Transactional orientation | 109 |
| 8 | Enlightened orientation | 127 |
| 9 | Natural orientation | 148 |
| Naive to Natural self-assessment summary sheet | 165 | |
| 10 | Understanding, action, and embedding | 166 |
| 11 | Case study : from the most ridiculed to the most respected | 181 |
| 12 | Case study : Build-A-Bear workshop | 198 |
| 13 | Conclusion : dare to be different | 209 |
Subjects
Business Books
Marketing & Sales Customer Service
Business Books Marketing & Sales Public Relations
Nonfiction Reference Consumer Guides
Marketing & Sales Customer ServiceBusiness Books
Marketing & Sales Public RelationsNonfiction
Reference Consumer Guides