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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."--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."--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
Product Description
This volume is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of examples and cases, the authors show that this is key for all companies and organizations. --This text refers to the Hardcover edition.
See all Product Description
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."--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."--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
Product Description
This volume is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of examples and cases, the authors show that this is key for all companies and organizations. --This text refers to the Hardcover edition.
See all Product Description
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
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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