Reviews of the hardback edition:
'There are not many people who understand the new paradigm of the customer experience. The emerging gurus on the subject are Colin Shaw and John Ivens with their holistic approach. We will have to embrace the paradigm they are unlocking and focus on our customer experience if we are to be successful in the future. At Microsoft we understand the importance of this and are committing ourselves to this new world.' - Steve Harvey, Director of People, Profits & Loyalty, Microsoft
'This book hits the strikezone of how marketers, and organizations overall, need to be thinking to win today. It's a clear roadmap for building a high performance organization crystallized around the customer. Importantly, Shaw and Ivens recognize that emotions are at the core of all relationships - it's no different with customers than our family and friends - and truly engaging and successful brands.' - Barry Herstein, Chief Marketing Officer, Financial Times Group, New York
'John and Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organization. We have all talked about the why for years, but now there is no excuse, this is how.' - Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies'Overall, this is a well researched, well written, well presented and thought-provoking read.' - Simon Ashmore, Financial Adviser
'The truths it contains and the challenges to current dogma are brilliant and fundamental to everything we should be doing in marketing' -Stephen Pidgeon, Marketing
From the Author
Interviewing over 20 Senior Business leaders to gain their thoughts for this book was a real pleasure and shows the great work that is already underway to Build Great Customer Experiences. Too many books, in our view, focus on new companies who have started with blank sheets of paper. This is not where most companies find themselves. We have focussed on well established companies and use examples from this enviroment as we believe this is where most people find themselves today. We have strived to make this book engaging, and readable by giving down to earth examples in an effort to make the book live. We hope you have a good read and if you want to discuss any matters arising you can contact us via our web site.
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