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Customer Experience [Kindle Edition]

Colin Shaw , Qaalfa Dibeehi , Steven Walden
4.7 out of 5 stars  See all reviews (3 customer reviews)

Print List Price: £28.00
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Book Description

What are the new trends in Customer Experience that you need to start thinking about now to gain competitive advantage? To stay ahead of the competition it is imperative to understand the emerging trends that can help you improve your Customer Experience. Following research, discussions on innovation with industry analysts, and stimulating debates with forward thinking clients, Beyond Philosophy, the world thought leaders in Customer Experience, reveal three major trends:

Trend One: Understanding what motivates your customers at a deep, psychological level is what will differentiate you from your competition. To achieve this you need an entirely different approach. We will share how you can use psychological insight to improve the Customer Experience (Experience Psychology) and make something essentially the same, feel like something different.

Trend Two: Embrace Social Media and develop a new mindset focusing on the experience, NOT the technology. Ground breaking research is revealed that uncovers what drives or destroys value in a 'Social Experience' and what specific actions organizations should be taken to build an experience that drives value - $$$.

Trend Three: Neuroscience, the study of the brain, will have a fundamental effect on the way we understand and relate with customers. We take a peek into the not too distant future where you will not have to ask customers how they feel; you will read the brain waves that will tell you even before they know themselves.

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'Beyond Philosophy have been pioneers in defining the Customer Experience. This book reinforces their Thought Leadership position. It is a must read!' - Ivan Mainprize, VP Customer Experience, Membership Travel Services International, American Express

'I get a lot of companies wanting to talk to me about Customer Experience. There is only one company I would talk to, the Thought Leaders, Beyond Philosophy. Why accept second best?' - Bob Black, Managing Director, TNT, Australia

'We have worked with Beyond Philosophy for a number of years. Why? This book reinforces why. They are Thought Leaders and understand Customer's emotional drivers.' - Laree R. Daniel, Senior Vice President, Customer Assurance Organization. Aflac.

'Once again Beyond Philosophy demonstrates their thought leadership in the field of Customer Experience. An insightful book which shows us the future.' - Charmaine McDonald Senior Vice President, Customer Success. Clinical Solutions McKesson

'Following on from their previous ground-breaking books Beyond Philosophy Thought Leaders, Colin Shaw, Qaalfa Dibeehi and Steven Walden, now turn their attention to the future of Experience offering unique insights and ideas. The ideas on neuroexperience in particular are thought-provoking and consistent with the expected sea change towards individualised advertising and communication - this book reflects what's happening now at the crux of neuroscience and business.' - Professor Gemma Calvert, Co-Founder, Neurosense Limited & Chair of Applied Neuroimaging, University of Warwick, UK

'Read it and take action. This is cutting-edge.' - Subhra Das, Senior Vice President, du ( Emirates Integrated Telecommunications Company PJSC)

'Great brands simply make a promise and then keep that promise. You make promises through advertising, promotion & sponsorships. Beyond Philosophy's unique proprietary methodologies help you deliver on your promise ruthlessly & consistently across every consumer touch point.' - Gary Keogh, Marketing Manager, Glenfiddich

'If you have anything to do with customer experience you must read this book. It shows the future! Beyond Philosophy = Thought leadership.' - Darren Cornish, Head of Customer Intelligence, Customer Experience, Axa Insurance

'For the past five years we have successfully focussed on improving our customer experience with the help and guidance of Beyond Philosophy. This book outlines the next steps of the journey.' - Steve Elliott, Managing Director, Morgan Sindall

'A true insight to the future of customer experience. You may not be ready to react to each of these trends today but you need to prepare. This book a great starting point. These trends are the new ways to view the experience from the 'outside in' as opposed to the more common model of 'inside out'. Ignoring customer perceptions and feelings is perilous and it does not appear that this basic principle will change anytime soon.' - Eva Choong, Director Customer Management, British Council

'We all talk about experience being the most important element of marketing, yet it is not often that new and original thinking comes in and excites the world of customer experience. Beyond Philosophy's new book surely reinforces their expertise in this field and invites us to discover the customer once again.' - Lale Saral Develioglu, Chief Marketing Officer, Turkcell

'In the arts, audiences expect to have an emotional experience, which is why they are very loyal to their art form or particular performer. It is clear to me that the commercial world could learn from this. By shining a light on areas such as the emotions and the subconscious this book offers original insights and new perspectives on the future of Customer Experience Management.' - Samir Savant, Director of Development, Royal College of Music

Book Description

Shows the growing trends in customer experience that progressive businesses need to understand and focus on in order to give them competitive advantage in today's difficult marketplace  

Product details

  • Format: Kindle Edition
  • File Size: 1419 KB
  • Print Length: 218 pages
  • Page Numbers Source ISBN: 0230247814
  • Publisher: Palgrave Macmillan; 1 edition (9 Sept. 2010)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Enhanced Typesetting: Not Enabled
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: #507,842 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

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Most Helpful Customer Reviews
5 of 5 people found the following review helpful
4.0 out of 5 stars Thought-provoking. 24 Jan. 2011
Format:Hardcover|Verified Purchase
Although at times I felt like I was reading promotional literature, I found this book both interesting and thought-provoking. As a retailer and a consumer, I am interested in what constitutes the perfect customer experience. My maxim has always been to 'treat others as you would like to be treated' and so far this has worked very well. The thought of manipulating my customers into thinking I am a caring company (regardless of whether I am) therefore feels somewhat cynical and unethical to me. The author's talk about openess and transparancy, but it is a very calculated form of openess they are referring to. "The idea that we can know what is actually happening in a Customer Experience at the really detailed level (anatomically and eventually at the molecular level) is attractive and desirable for a number of reasons..." (P.127) Is it really? Isn't there something exploitative about analysing a person to that degree, in order to get money out of them? We've all watched hypnotists on TV making people do what they want; but would we want that being done to us? Daily? Via the internet or when we are out with our families? Do we want companies infiltrating Social Media (Facebook, etc) with their hidden agenda's buried beneath a veneer of friendliness? As an individual I do not want this, so I cannot implement it within my company.
Regardless of that, it does make fascinating reading - the lengths companies are prepared to go to manipulate their customers shows just how profitable this form of selling can be.
(A question regarding the unappealing cover - are there any men out there who would like to read a business book with a photo of a semi-clad man on the front? No, thought not.)
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7 of 7 people found the following review helpful
5.0 out of 5 stars A thought provoking read.... 3 Oct. 2010
By Rudi B
Format:Hardcover|Verified Purchase
If you want to stay ahead of the game you must read this. It really takes the subject to the next level. Understanding `Experience Psychology' maybe a new phrase to you today, but in years to come it will be as common as `Consumer psychology'. The original research undertaken for this book on social media is invaluable in shaping the way we will now develop our social media strategy. A thought provoking read...
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4 of 4 people found the following review helpful
5.0 out of 5 stars Taking Customer Experience to next level 27 Sept. 2010
By Emily
I have been following Beyond Philosophy for some time and they have been pioneers of the Customer Experience in recent years. This book takes the subject to the next level but in their usual down to earth way. No marketing jargon or blue sky thinking, its got actual insight that can lead to actionable changes.
As the books title suggests it covers three emerging trends and really makes you think. It's easy to read and highlights what the best forward thinking companies are doing today.
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Most Helpful Customer Reviews on (beta) 4.0 out of 5 stars  2 reviews
6 of 6 people found the following review helpful
3.0 out of 5 stars Good, but not great 25 Mar. 2013
By Michael Ruckman - Published on
The book gives an overview of what the authors call experience psychology (how psychological theory and practice can be used to improve a customer's perception about your experience) and advances the premise that this is the key to understanding your customer. Through it, they give examples (top 10) of how the psychology of an experience, rather than the items we buy, impact on its value.
While high in theoretical content, the book provides a good overview of trends for any reader interested in customer experience knowledge. The research examples such as interview techniques and neuroscience overview will be of interest to anyone in the field.
The book seeks to expand on their previous work, tying it to future trends (social networking, neuroscience), at times seeking to reference them back to their idea of emotional signature. In the process, it comes across as somewhat disorganized and randomly structured. The book lacks an overview or references to the "4 Clusters" of the customer experience which was covered in the first book, instead it introduces three trends shaping the future of customer experience. It devotes a whole section to social media as a new channel to market (and "community marketing") with a needs-based approach to analyzing, without much of a roadmap for applying.
0 of 1 people found the following review helpful
5.0 out of 5 stars If you want to know about the Customer Experience and where it's going, this is your book. 19 Mar. 2014
By Terri Lively - Published on
Format:Hardcover|Verified Purchase
Colin Shaw and his team do a great job of helping you understand what is going to be the future of the customer experience.If you want to gain some insight into how you can improve your experience and how important that will be to your organization, then buy this book as well as his others.
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