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 and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.
As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreakin...
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.
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of...
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.
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience toge...
Against a backdrop ofgreat change in technology andthe economics of broadcasting and new media, this timely survey of contemporary attitudes to accountability and the public interest in broadcasting is based on over fifty interviewsconducted infour democracies: India, Australia, the UK and the US."
Against a backdrop ofgreat change in technology andthe economics of broadcasting and new media, this timely survey of contemporary attitudes to accoun...
You can't solve today's problems with yesterday's thinking. In The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level, authors Shaw and Hamilton explore the reasons organizations are struggling to improve their customer measures and are witnessing the plateauing of loyalty scores like Net Promoter. For Shaw and Hamilton, the answer is simple: you need to understand the intuitions that drive your customers' behavior at an emotional, subconscious and psychological level. This book describes where behavioral economics meets customer experience in a very easy...
You can't solve today's problems with yesterday's thinking. In The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next L...
