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The DNA of Customer Experience: How Emotions Drive Value Hardcover – 10 May 2007


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Product details

  • Hardcover: 288 pages
  • Publisher: Palgrave Macmillan (10 May 2007)
  • Language: English
  • ISBN-10: 0230500005
  • ISBN-13: 978-0230500006
  • Product Dimensions: 16 x 1.3 x 25.9 cm
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (8 customer reviews)
  • Amazon Bestsellers Rank: 482,212 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Review




'We have used Colin's principles to guide our thinking on how to create a great experience for Harley-Davidson customers. This book takes the thinking on the Customer Experience to the next level. Read it; learn from it, do it!' - Steve Phillips - Vice President - Quality, Reliability& Technical Service. Harley- Davidson Motor Company

'At The Ritz-Carlton we are focused on enhancing the overall experience for our guests which ultimately results in creating Ritz-Carlton ambassadors for life. To do this we strive to remain relevant and up to date on the latest thinking. We have always been great supporters of Colin's thinking on Customer Experience. His insights are extremely valuable and the advice in this book is no exception.' - Diana Oreck - Vice President, Global Learning and Leadership Center Ritz Carlton.

'Learning how you can make significant new profits by evoking customer emotions is something that all CEO's should be paying attention too. Now supported by thought-leading research, backed by leading academics, Colin Shaw shows how this can be achieved in his new book. Through an exhaustive and detailed research and practical work with many clients he can now prove how emotions drive and destroy value and how they can increase or decrease your Net Promoter® score.' - Chuck Kavitsky - President of Allianz of America

'Customer Experience Management is a revolution that has swept the business world in the last few years. Yet, as Colin Shaw shows us, too often we may neglect understanding how our Customers truly feel towards us. Quantifying customer feelings is a breakthrough concept that puts monetary value on this emotional signature - and can help transform the relationship a business has with its customers!' - Barry Herstein - Chief Marketing Officer. American Express International

'All business leaders should read this book. For too long firms have ignored the emotional impact of their actions and failed to measure how customers feel. Well no more...in this thought leading book, Colin outlines how you can measure the emotional impact of the Customer Experience and use this to impact your bottom line.' - Txemaa Arnedo - World Wide Small Business& MidMarket Customer Experience Director. Microsoft Corporation

'Once again Colin Shaw shows us the future. As with 'Building Great Customer Experiences' and 'Revolutionize your Customer Experience', ' the DNA of the Customer Experience' develops and grows our knowledge of Customer Experience Management further and at the same time introduces a practical and revolutionary technique to get value from it.' - Simon Fox - Chief Executive. HMV Group Plc.

'The Customer Experience revolution continues as Colin Shaw and his new book again pushes the boundaries of our understanding. Using case studies and leading business research Colin demonstrates the true value of emotions against the bottom-line. This book pulls no punches. It tells you how much you can lose or gain in revenue by evoking the right emotions in your customers.' - Stuart Roberts - Customer Services Director. Barclaycard.

'Thought-leadership at its best. The DNA of the Customer Experience gets to the real heart of what it is that makes Customer Experience Management so valuable as a means to increased profitability and differentiation in the over commoditized world we live in today.' - Rhonda Dishongh - Director, Customer Experience. Memorial Hermann Hospital System

'Truly excellent thought leadership. This book builds on the previous two and deals directly with the core issue that many executives struggle with, Intuitively I believe it but how can I make a compelling business case to convince others and justify the investment? Essential reading for all those committed to created great customer experiences in their organisations.' - Gary Price - Director of Customer Experience Implementation. Norwich Union

'...this is a very well-researched, well-written book with a strong message that customers do create value both short and long term, a fact that is too often neglected by marketing managers.' - Derek Holder, Journal of Direct, Data and Digital Marketing Practice

'Colin Shaw has written an easy-to-read, logical and very applicable book. It is laced with examples that complement the numerous brief summary checklists of what to do, and what to avoid, in dealing with customers.'  Spike Cramphorn, International Journal of Advertising

'Measuring the customer experience is an important field of market research… Researchers working in this field - either in client or agency roles should find some food for thought in this book.' - Peter Mouncey, International Journal of Market Research
 

About the Author

COLIN SHAW is author of two best selling books 'Building Great Customer Experiences'and 'Revolutionise your Customer Experience. He is the Founder and CEO of Beyond Philosophy, the worlds leading thought leader in the Customer Experience. They provide Strategic Guidance, Market Research and Education services from their offices in London, England and Atlanta, USA. Beyond Philosophy™ boasts a number of the worlds largest organisations as clients including Microsoft, T-Mobile, FedEx, IBM and Her Majesty's Cabinet office to name a few.

Due to his expertise Colin has appeared many times on CNN, BBC TV, Sky News & various Radio stations. He has also appeared in most of the National Press in the UK and many other trade publications. He is a sought-after and accomplished speaker, delivering key note speeches around the globe, and is a member of both the International Federation for Professional Speakers and the UK Professional Speakers Association.
www.beyondphilosophy.com

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Customer Reviews

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Most Helpful Customer Reviews

5 of 5 people found the following review helpful By Angus Jenkinson VINE VOICE on 21 Oct. 2008
Format: Hardcover Verified Purchase
The founder of a consulting and research company called beyond philosophy. They have had some considerable success (and became quite trendy) by developing a technique that measures the shape of the emotional response that consumers have to a brand or firm and to different brand experiences. Specifically, they identify a set of emotions that are related to advocacy (e.g. happiness), recommendation (e.g. trusted), attention (e.g. interested) and destroying (i.e. destroying relationship, e.g. irritated).

Their insight is that you can research these four different clusters in order to arrive at the emotional profile of your customer's response and this profile gives you much clearer and better insights into what you need to do to improve business success.

Moreover, the company and authors approach is to link these findings to the financial impact of change: what would be the result of moving particular emotional scores? By linking to the research done by Reichheld with the Net Promoter Score they are able to go significantly further in determining this value.

The background argument is made clearly and well (and is very soundly based, drawing on authoritative recent surveys of the mind and the role of emotion in shaping decision-making and behaviour). Emotions really matter, and understanding the detailed profile of your customer's response really does give much more useful insight into what to do.

Naturally, this is a book that is written to promote the author and his consulting/research company. All the evidence in it is drawn from these sources and are there not only to justify the argument but also to make the company and its 'beyond philosophy' approach attractive to marketing clients.
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4 of 4 people found the following review helpful By P. Impey on 4 Sept. 2007
Format: Hardcover
A great read ....
This is a very thought provoking and practical read at the same time! Working for a company that uses Net Promoter, this has really helped me see what I need to do to improve my Net Promoter score. I now realise we should be measuring emotions as part of our Customer Experience.
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2 of 2 people found the following review helpful By Rolf Dobelli TOP 500 REVIEWER on 11 Dec. 2008
Format: Hardcover
Colin Shaw demonstrates convincingly why building a great "Customer Experience" is important to your company. He relates it to important clusters of emotions that either destroy or drive added value, and create loyal customers. While the DNA metaphor is a bit strained (after all, talking about the virus of customer experience wouldn't be nearly as poetic, even if it might be a slightly more accurate metaphor), Shaw gets his ideas across well and the underlying principles he outlines are quite good. He provides stories and quotes from his own consulting experience to clarify his points. getAbstract finds this concisely written book valuable and instructive.
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5 of 7 people found the following review helpful By G. Wale on 12 Jun. 2007
Format: Hardcover
Truly inspiring, a real eye-opener! This book was recommended by a good friend of mine who had heard Colin speak at a conference I was intrigued to learn more. This book is an enlightening read and has given personal inspiration to take next actions to improve my Customer's experience.
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