- Hardcover: 240 pages
- Publisher: Palgrave Macmillan; First Edition edition (13 Sep 2002)
- Language English
- ISBN-10: 0333990137
- ISBN-13: 978-0333990131
- Product Dimensions: 24.6 x 15.8 x 1.9 cm
- Average Customer Review: 4.4 out of 5 stars See all reviews (13 customer reviews)
- Amazon Bestsellers Rank: 321,791 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Review
'There are not many people who understand the new paradigm of the Customer Experience. The emerging gurus on the subject are Colin Shaw & John Ivens with their holistic approach. We will all 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 & friends - and truly engaging and successful brands.' - Barry Herstein, Chief Marketing Officer, Financial Times Group, New York
'John and Colin's innovative approach deserves applause - their thought-leading book is at the cutting edge. Their Seven Philosophies for Building Great Customer Experiences underpin Hilton's own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience.' - Mike Ashton, Senior Vice President Marketing Worldwide, Hilton International Hotels
'No matter what you are selling - a product or a service, a commodity or a differentiated product - customers are both judge and jury when it comes to deciding whether or not a company succeeds. This book helps companies understand that in order to win in the court of public opinion, they need to build a high-performance organization focused on the customer. Colin Shaw and John Ivens make their case with the best kind of evidence - common sense real-life examples.' - Mohan Kharbanda, Vice President, Customer Experience, Americas, Dell Computers, Texas
'Customer Delight is the great Holy Grail for all of us involved in service or consumer industries but it is all too easy to overcomplicate your approach to achieving it or to finding out what your customers really want. This book by Colin Shaw and John Ivens is packed with clear, common sense advice, analysis and real-world experiences which would help anyone to develop a more effective approach and improve their business as a result.' - Steve Nash, After Sales Director, BMW
'Shaw and Ivens are the gurus of the Customer Experience. Whilst we have all recognised the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their Seven Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business.' - Liam Lambert, Director & General Manager, Mandarin Oriental Hyde Park
'John & Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organisation. We have all talked about the why for years, but now there is no excuse, this is the how.' - Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies
'A well researched, well written, well presented and thought-provoking read.' - Financial Adviser
'Building Great Customer Experiences does exactly what it says on the tin...Overall, this is a well researched, well written, well presented and thought-provoking read.' - Simon Ashmore, Financial Adviser
'The truth it contains and the challenges to current dogma are brilliant and fundamental to everything we should be doing in marketing.' - Stephen Pidgeon, Markeing
'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 & friends - and truly engaging and successful brands.' - Barry Herstein, Chief Marketing Officer, Financial Times Group, New York
'John and Colin's innovative approach deserves applause - their thought-leading book is at the cutting edge. Their Seven Philosophies for Building Great Customer Experiences underpin Hilton's own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience.' - Mike Ashton, Senior Vice President Marketing Worldwide, Hilton International Hotels
'No matter what you are selling - a product or a service, a commodity or a differentiated product - customers are both judge and jury when it comes to deciding whether or not a company succeeds. This book helps companies understand that in order to win in the court of public opinion, they need to build a high-performance organization focused on the customer. Colin Shaw and John Ivens make their case with the best kind of evidence - common sense real-life examples.' - Mohan Kharbanda, Vice President, Customer Experience, Americas, Dell Computers, Texas
'Customer Delight is the great Holy Grail for all of us involved in service or consumer industries but it is all too easy to overcomplicate your approach to achieving it or to finding out what your customers really want. This book by Colin Shaw and John Ivens is packed with clear, common sense advice, analysis and real-world experiences which would help anyone to develop a more effective approach and improve their business as a result.' - Steve Nash, After Sales Director, BMW
'Shaw and Ivens are the gurus of the Customer Experience. Whilst we have all recognised the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their Seven Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business.' - Liam Lambert, Director & General Manager, Mandarin Oriental Hyde Park
'John & Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organisation. We have all talked about the why for years, but now there is no excuse, this is the how.' - Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies
'A well researched, well written, well presented and thought-provoking read.' - Financial Adviser
'Building Great Customer Experiences does exactly what it says on the tin...Overall, this is a well researched, well written, well presented and thought-provoking read.' - Simon Ashmore, Financial Adviser
'The truth it contains and the challenges to current dogma are brilliant and fundamental to everything we should be doing in marketing.' - Stephen Pidgeon, Markeing
Product Description
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.
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.
Inside This Book
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First Sentence
Why do Dell Computers have signs around their Round Rock offices near Austin, Texas stating 'Customer Experience - Own It'? Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Why do Dell Computers have signs around their Round Rock offices near Austin, Texas stating 'Customer Experience - Own It'? Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
4 of 4 people found the following review helpful
Format:Hardcover
We just completed reading this facinating book - it's a wonder that there are so many "bland and unmemorable" Custmer experiences, when a common sence approach like this will not only eradicate them but could actually create Customer Experiences which generate loyalty as well as reduce your companies costs.
7 of 8 people found the following review helpful
Format:Hardcover
Shaw and Iven's book fills the gap between the What and the How in managing customer loyalty. They demonstrate across a range of industries that turning WHAT into HOW in Customer Experience is possible and profitable. Well written and well researched this is a practical handbook which should change Customer Experience for the better. I recomend this book to any business interested in attracting new customers and retaining them!
11 of 13 people found the following review helpful
Format:Hardcover
This is one of the simplest and most engaging books I've ever read. It contains profound messages that are put over in a simple manner making it very easy to read.
The book is packed with practical advice on how to actually go about exceeding customers' expectations. A must read for everyone in our partnership.
At last this is the answer!
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Most Recent Customer Reviews
Bit Off Focus?
If this is supposed to be about the customer experience and how that is critical to corporate success, many of the other companies used as examples of good client experiences are... Read more
Published on 7 May 2007 by C. R. Downing
Terrific
Very good and applicable work on building customer experiences. The writing style is relaxed and this makes this a business book that is easy to read. Read more
Published on 17 May 2006 by Mr. J. Buck
Weak methodologies and writing
Methodologies are weak and lack sufficent backup. Writing style is overly padded.
Published on 6 Jun 2005
Lessons from some good operators
Shaw and Ivens have gathered some good lessons in how leaders in customer experiences have achieved their results, citing Amazon, Lexus, Pret a Manger, First Direct and others. Read more
Published on 8 Jan 2003
Leading Edge
I found the authors approach fascinating and fresh. I'm sure that we will soon see a surfeit of books on the whole area of Customer Experience - but I am sure that most of them... Read more
Published on 11 Dec 2002 by MR MARK GILBERT
Excellent!!
The authors are clearly coming at this from a practical point of view - to me, the techniques they have developed look like common sense. Read more
Published on 19 Nov 2002 by Miss S A Inett
Impressive
The name of the authors company is intriguing - "Beyond Philosophy" - rarely do you see this blend of great theory/philosophy that is backed up with the practical means to... Read more
Published on 9 Nov 2002 by MR J S WALLIS
Highly Recommended
This is one of the simplest and most engaging books I’ve ever read. I loved the simplicity of Raving Fans – but this goes further. Read more
Published on 9 Nov 2002
Innovation and practicality
Innovative, fresh and most importantly practical - I was particularly impressed with the way the authors have referenced best practice across different industries - and laced in... Read more
Published on 18 Oct 2002 by Dave Hillman
Build Great Customer Experiences with Shaw and Ivens!
This book couldn't have been published at a better time!
The style is readable, plus the approaches taken are refreshingly down-to earth. Read more
Published on 1 Oct 2002 by Gary Furze
Listmania!
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