Building Great Customer Experiences

Shaw, Colin; Ivens, John

ISBN 10: 1403939497 / ISBN 13: 9781403939494

Published by Palgrave MacMillan, 2002

May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G1403939497I4N00

Synopsis:

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.

About the Author: COLIN SHAW is a Founding Partner of Beyond Philosophy, a consultancy company focused upon the customer experience and was formerly Director of Client Experience at BT with overall responsibility for the concept of corporate customer relations in a global context. He has previously worked for Xerox and Mars and is a regular speaker at conferences and in the media on Customer Experience and Emotional Intelligence.

JOHN IVENS is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT with responsibility for defining the Customer Experience for Business Customers and implementing programmes to improve the Experience. He has also worked for NatWest Bank and Midlands Electricity.

Bibliographic Details

Title: Building Great Customer Experiences
Publisher: Palgrave MacMillan
Publication Date: 2002
Binding: Paperback
Condition: Very Good
Dust Jacket Condition: No Jacket