Building Great Customer Experiences 1st Edition by Colin Shaw, John Ivens 9781403939494 1403939497
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Product details:
ISBN 10: 1403939497
ISBN 13: 9781403939494
Author: Colin Shaw, John Ivens
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.
Table of contents:
Chapter 1. The Customer Experience Tsunami
Chapter 2. The Physical Customer Experience
Chapter 3. The Emotional Customer Experience
Chapter 4. The Effect of Organization, Multi-Channels and Moments of Contact on the Customer Experience
Chapter 5. The Implications of Processes and Systems on the Customer Experience
Chapter 6. People: A Key Differentiator
Chapter 7. The Massive Impact of Leadership and Culture on the Customer Experience
Chapter 8. The Customer Experience Is the Embodiment of the Brand
Chapter 9. Managing Your Customer Experience: The Customer Experience Pyramid™
Chapter 10. Measuring Your Customer Experience
Chapter 11. Targeting: Driving Behaviours That Impact Your Customer Experience
Chapter 12. Creating Your Customer Experience Strategy
Chapter 13. The Future of Customer Experience
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Tags: Colin Shaw, John Ivens, Building, Experiences