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The DNA of customer experience : how emotions drive value

Author: Colin Shaw
Publisher: Basingstoke : Palgrave Macmillan, 2007.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
Based upon new research, the focus of this book is upon the critical role of emotions in forming and sustaining the customer experience and how this is crucial for profitability and business success.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Colin Shaw
ISBN: 9780230500006 0230500005
OCLC Number: 85689599
Description: xx, 166 pages : illustrations ; 24 cm
Contents: Moving from a religion to a financial imperative --
The DNA of a customer --
The importance of the pre-and post-customer experience --
The destroying cluster --
The attention cluster --
The recommendation cluster --
The advocacy cluster --
The link to financial performance via Net Promoter® Score --
How to get things done --
Show me the money --
TNT case study --
Some good advice.
Responsibility: Colin Shaw.

Abstract:

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  Read more...

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'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 more...

 
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