The DNA of customer experience How emotions drive value. - Ebook. - Originally published in: 2007
The DNA of customer experience: How emotions drive value. - Ebook. - Originally published in: 2007
Gespeichert in:
Bibliographische Detailangaben
1. Verfasser: Shaw, Colin 1958- (VerfasserIn)
Format: Elektronisch E-Book
Sprache:English
Veröffentlicht: Basingstoke Palgrave Macmillan 2007
Schlagworte:
Sales & marketing management
Business and Management
Sales & marketing management / bicssc
Business and Management / eflch
Online-Zugang:UBR01
Volltext
Beschreibung:Adobe Ebook Reader
Moving from a religion to a financial imperative The DNA of a Customer The importance of the pre & post customer experience The Destroying cluster The Attention cluster The Recommendation cluster The Advocacy cluster The link to financial performance via Net Promoter How to get things done Show me the money -- TNT Case Study Some good advice
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
'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(R) 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 'How many of us thought that life was just about price and product, wel
Beschreibung:1 Online-Ressource (192 p S.)
Format:Document

Es ist kein Print-Exemplar vorhanden.

Fernleihe Bestellen Achtung: Nicht im THWS-Bestand! Volltext öffnen

Ähnliche Einträge