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Review
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
'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
Product Description
This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations.
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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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
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