The DNA of customer experience: how emotions drive value
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Basingstoke
Palgrave Macmillan
2007
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | XX, 166 S. graph. Darst. |
| ISBN: | 0230500005 9780230500006 |
Internformat
MARC
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Datensatz im Suchindex
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| adam_text |
Contents
List of Figures and Tables ix
About the Author xi
Foreword xiii
Acknowledgements xv
Introduction xix
1 Moving from a Religion to a Financial Imperative 1
2 The DNA of a Customer 17
3 The Importance of the Pre and Post Customer Experience 33
4 The Destroying Cluster 42
5 The Attention Cluster 67
6 The Recommendation Cluster 86
7 The Advocacy Cluster 105
8 The Link to Financial Performance via Net Promoter® Score 120
9 How to Get Things Done 135
10 Show Me the Money TNT Case Study 146
11 Some Good Advice 157
Index 161
vii
List of Figures and Tables
Figures
1.1 Emotional Signature of value 13
1.2 Destroying Cluster of emotions 14
1.3 Attention Cluster of emotions 14
1.4 Recommendation Cluster 15
1.5 Advocacy Cluster 16
2.1 The brain 19
2.2 A strange thought 20
2.3 The consolidation of how a customer feels 24
2.4 Consolidated emotions evaluated 27
3.1 Experience extension 38
4.1 Destroying Cluster of emotions 47
4.2 Interrelationship of emotions in a cluster 48
4.3 Correlations between emotions 49
4.4 IT sector vs business overall 62
4.5 Sector comparison 63
4.6 IBM vs business overall 64
4.7 IBM vs IT sector 64
5.1 Attention Cluster of emotions 68
5.2 Emotional burnout 70
5.3 Attention Cluster and product launch 72
5.4 HSR vs retail sector 82
5.5 HSR vs Kool Klothes 82
6.1 Hierarchy of emotional value 88
6.2 Recommendation Cluster 89
6.3 FSP: current vs target scores 101
6.4 FSP: post intervention scores 103
7.1 Advocacy Cluster 106
7.2 WA: pre intervention scores 116
7.3 WA: pre vs post intervention scores 118
8.1 Types of value 123
8.2 Net Promoter® Score calculation 124
8.3 Age effect on NPS: Advocacy Cluster example 126
8.4 Promoters vs Detractors 127
8.5 Example Promoter/Detractor Emotional Signature analysis 128
8.6 The importance of emotional well being 130
8.7 MHHS vs hospital sector 130
ix
List of Figures and Tables
8.8 Average emotion cluster scores . 131
8.9 Linking Customer Experience initiatives to the drivers/Destroying 133
9.1 Balancing the pain 142
Tables
2.1 Dual state theory 28
4.1 A conversation interpreted 43
4.2 Options of financial return of Emotional Signature 65
6.1 Combustion points 92
8.1 Typical questions and answers 128
9.1 Why Customer Experience projects succeed and fail 144
x |
| adam_txt |
Contents
List of Figures and Tables ix
About the Author xi
Foreword xiii
Acknowledgements xv
Introduction xix
1 Moving from a Religion to a Financial Imperative 1
2 The DNA of a Customer 17
3 The Importance of the Pre and Post Customer Experience 33
4 The Destroying Cluster 42
5 The Attention Cluster 67
6 The Recommendation Cluster 86
7 The Advocacy Cluster 105
8 The Link to Financial Performance via Net Promoter® Score 120
9 How to Get Things Done 135
10 Show Me the Money TNT Case Study 146
11 Some Good Advice 157
Index 161
vii
List of Figures and Tables
Figures
1.1 Emotional Signature of value 13
1.2 Destroying Cluster of emotions 14
1.3 Attention Cluster of emotions 14
1.4 Recommendation Cluster 15
1.5 Advocacy Cluster 16
2.1 The brain 19
2.2 A strange thought 20
2.3 The consolidation of how a customer feels 24
2.4 Consolidated emotions evaluated 27
3.1 Experience extension 38
4.1 Destroying Cluster of emotions 47
4.2 Interrelationship of emotions in a cluster 48
4.3 Correlations between emotions 49
4.4 IT sector vs business overall 62
4.5 Sector comparison 63
4.6 IBM vs business overall 64
4.7 IBM vs IT sector 64
5.1 Attention Cluster of emotions 68
5.2 Emotional burnout 70
5.3 Attention Cluster and product launch 72
5.4 HSR vs retail sector 82
5.5 HSR vs Kool Klothes 82
6.1 Hierarchy of emotional value 88
6.2 Recommendation Cluster 89
6.3 FSP: current vs target scores 101
6.4 FSP: post intervention scores 103
7.1 Advocacy Cluster 106
7.2 WA: pre intervention scores 116
7.3 WA: pre vs post intervention scores 118
8.1 Types of value 123
8.2 Net Promoter® Score calculation 124
8.3 Age effect on NPS: Advocacy Cluster example 126
8.4 Promoters vs Detractors 127
8.5 Example Promoter/Detractor Emotional Signature analysis 128
8.6 The importance of emotional well being 130
8.7 MHHS vs hospital sector 130
ix
List of Figures and Tables
8.8 Average emotion cluster scores . 131
8.9 Linking Customer Experience initiatives to the drivers/Destroying 133
9.1 Balancing the pain 142
Tables
2.1 Dual state theory 28
4.1 A conversation interpreted 43
4.2 Options of financial return of Emotional Signature 65
6.1 Combustion points 92
8.1 Typical questions and answers 128
9.1 Why Customer Experience projects succeed and fail 144
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| title | The DNA of customer experience how emotions drive value |
| title_auth | The DNA of customer experience how emotions drive value |
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