Building great customer experiences / Colind Shaw and John Ivens.

By:

Shaw, Colin, 1928-

Contributor(s):

Ivens, John

Material type:

TextPublication details: New York : Palgrave Macmillan, 2002.Edition: 1st edDescription: xvi, 224 p. : ill. b&w ; 24 cmISBN:

0333990137

Subject(s):

DDC classification:

658.812

Contents:

Pt. 1. The customer experience tsunami -- Pt. 2. The physical customer experience -- Pt. 3. The emotional customer experience -- Pt. 4. The effect of organization, multi-channels and moments of contact on the customer experience -- Pt. 5. The implications of processes and systems on the customer experience -- Pt. 6. People: a key differentiator -- Pt. 7. The massive impact of leadership and culture on the customer experience -- Pt. 8. The customer experience is the embodiment of the brand -- Pt. 9. Managing your customer experience: the Customer Experience Pyramid -- Pt. 10. Measuring your customer experience -- Pt. 11. Targeting: driving behaviours that impact your customer experience -- Pt. 12. Creating your customer experience strategy -- Pt. 13. The future of customer experience.

Summary: This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

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Holdings
Item type	Current library	Call number	Status	Barcode
Books	Marbella International University Centre Library	658.812 SHA bui (Browse shelf(Opens below))	Available	11208

Includes index.

Pt. 1. The customer experience tsunami --
Pt. 2. The physical customer experience --
Pt. 3. The emotional customer experience --
Pt. 4. The effect of organization, multi-channels and moments of contact on the customer experience --
Pt. 5. The implications of processes and systems on the customer experience --
Pt. 6. People: a key differentiator --
Pt. 7. The massive impact of leadership and culture on the customer experience --
Pt. 8. The customer experience is the embodiment of the brand --
Pt. 9. Managing your customer experience: the Customer Experience Pyramid --
Pt. 10. Measuring your customer experience --
Pt. 11. Targeting: driving behaviours that impact your customer experience --
Pt. 12. Creating your customer experience strategy --
Pt. 13. The future of customer experience.

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

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