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Revolutionize Your Customer Experience : Palgrave Business - Colin Shaw

Revolutionize Your Customer Experience

Palgrave Business

Hardcover Published: 23rd September 2004
ISBN: 9781403936035
Number Of Pages: 220

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In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.

'This book naturally builds on the justified success of Beyond Philosophy's first book Building Great Customer Experiences. Examining how organizations are orientated around the Customer Experience, Revolutionize Your Customer Experience proves that Colin Shaw is no longer emerging as the 'guru of the Customer Experience', but that he has now arrived.' - Stephen Brewer, CEO Caribbean Mobile, Cable & Wireless



'Revolutionize Your Customer Experience will impress you with the clarity that the fundamentals and principles of the Customer Experience are explained and discussed. The NaIve to Natural model that is unveiled in this new book will, like the last book, force many organizations to change their paradigm if they are serious about their Customer Experience.' - Barry Herstein, SVP International Marketing & Communications, American Express



'We know from first hand experience of working with Colin Shaw that he truly is the connoisseur of the Customer Experience. Whilst many gurus focused on Customer Service in the last decade, Colin and his team at Beyond Philosophy prepared for the future with forward thinking, revolutionary theory and practice in the Customer Experience marketplace. That future is now. And so is Revolutionize Your Customer Experience.' - Tony Hanway, Vice President Member Services, AOL Europe Operations



'The NaIve to Natural Model is absolutely correct. This has proved to be an invaluable tool in helping us to understand where our company has reached in terms of our Customer Experience. With this knowledge and insight, organizations like ours will be able to create a roadmap and learn the steps needed to Revolutionize our Customer Experience.' - Bob Black, Divisional Managing Director, TNT Express Specialist Services



'New research and best practice will show companies how to find out where they are and how to revolutionize their customer experience' - Keith Clack, Best Business Books, The Bookseller

Are You Missing the Gorge?
Please Hold Your Call is Important to Us
The Guiding Principles
The Enablers
Sensory Experiences
Naive Orientation
Transactional Orientation
Enlightened Orientation
Natural Orientation
Naive to Natural Self-Assessment
Summary
Understanding, Action & Embedding
Case Study: From the Most Ridiculed to the Most Respected
Case Study: Build a Bear Workshop
Conclusion
Revolutionize Your Customer Experience
Buying an Experience
The Evolution of the Customer Experience
Product Orientation
Customer Service Orientation
Customer Experience Orientation
Experiental Orientation
The Importance of "Getting It"
Customer Service to Customer Experience
Case Study Global Customer Experiences
Where Do We Go from Here?
Table of Contents provided by Publisher. All Rights Reserved.

ISBN: 9781403936035
ISBN-10: 140393603X
Series: Palgrave Business
Audience: Tertiary; University or College
Format: Hardcover
Language: English
Number Of Pages: 220
Published: 23rd September 2004
Publisher: Palgrave USA
Country of Publication: US
Dimensions (cm): 23.5 x 15.5  x 1.91
Weight (kg): 0.5
Edition Number: 1