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The Resource Building great customer experiences, Colin Shaw, John Ivens, (electronic book)

Building great customer experiences, Colin Shaw, John Ivens, (electronic book)

Label
Building great customer experiences
Title
Building great customer experiences
Statement of responsibility
Colin Shaw, John Ivens
Creator
Contributor
Subject
Language
eng
Summary
Building Great Customer Experiences is by the fresh and exciting team of Colin Shaw and John Ivens who are being called the gurus of the Customer Experience. It examines the new and emerging area of the Customer Experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs. Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and who are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver Great Customer Experiences. The book captures the thoughts and views of over 20 senior business leaders on the Customer Experience, including: Andrew Rolfe, Chairman and Chief Executive, Pret A Manger, Barry Herstein, Chief Marketing Officer, Financial Times Group, Ian Mc Allister, Former Chairman & Managing Director, Ford UK, Mike Ashton, Senior Vice President of Marketing Worldwide, Hilton International Hotels, David Mead, Chief Operating Officer, First Direct, Robin Terrell, Managing Director, Amazon.co.uk. It explores why they now see the customer experience as a sustainable differentiator. With the use of compelling examples and cases the authors show that Building Great Customer Experiences is critical for all companies and organisations
Member of
Cataloging source
UK-WkNB
http://library.link/vocab/creatorName
Shaw, Colin
Index
no index present
Literary form
non fiction
http://library.link/vocab/relatedWorkOrContributorName
Ivens, John
http://library.link/vocab/subjectName
  • Customer services
  • Customer satisfaction
  • Customer relations
Label
Building great customer experiences, Colin Shaw, John Ivens, (electronic book)
Instantiates
Publication
Note
Originally published in: 2002
Contents
The Customer Experience is the Answer to Life, the Universe and Everything -- Differentiating on the Physical is no Longer Sustainable -- The Customer Experience is about Emotions -- So Unknowingly we are Actually Causing a Poor Experience -- The Customer Experience is the Personification of the Brand -- So we can Increase Loyalty by Emotionally Engaging with our Customers -- We can Break Down the Elements of the Customer Experience and then Effectively Manage Them -- So you have to Measure the Emotional Impact -- So we are Actually Targeting and Paying our People to Deliver a Poor Experience -- So Leadership and Culture Effects the Customer Experience My Customers Receive -- There is No-one in My Organisation who has Overall Responsibility for the Customer Experience -- We Don't Have a Customer Experience Strategy -- What Next?
Control code
9780230554719
Edition
rev. ed.
Extent
240 p.
Form of item
electronic
Governing access note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
Isbn
9780230554719
Specific material designation
remote
Label
Building great customer experiences, Colin Shaw, John Ivens, (electronic book)
Publication
Note
Originally published in: 2002
Contents
The Customer Experience is the Answer to Life, the Universe and Everything -- Differentiating on the Physical is no Longer Sustainable -- The Customer Experience is about Emotions -- So Unknowingly we are Actually Causing a Poor Experience -- The Customer Experience is the Personification of the Brand -- So we can Increase Loyalty by Emotionally Engaging with our Customers -- We can Break Down the Elements of the Customer Experience and then Effectively Manage Them -- So you have to Measure the Emotional Impact -- So we are Actually Targeting and Paying our People to Deliver a Poor Experience -- So Leadership and Culture Effects the Customer Experience My Customers Receive -- There is No-one in My Organisation who has Overall Responsibility for the Customer Experience -- We Don't Have a Customer Experience Strategy -- What Next?
Control code
9780230554719
Edition
rev. ed.
Extent
240 p.
Form of item
electronic
Governing access note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
Isbn
9780230554719
Specific material designation
remote

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