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Building Great Customer Experiences (Paperback)

by Colin Shaw (Author), John Ivens (Author) "Why do Dell Computers have signs around their Round Rock offices near Austin, Texas stating 'Customer Experience - Own It'? ..." (more)

4.4 out of 5 stars See all reviews (13 customer reviews)

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Product details

Paperback: 288 pages
Publisher: Palgrave Macmillan; 2nd Revised edition edition (17 Sep 2004)
Language English
ISBN-10: 1403939497
ISBN-13: 978-1403939494
Product Dimensions: 23.1 x 15.5 x 1.5 cm

Average Customer Review: 4.4 out of 5 stars See all reviews (13 customer reviews)

Amazon.co.uk Sales Rank: 177,391 in Books (See Bestsellers in Books)
Popular in this category:
#97 in Books > Business, Finance & Law > Sales & Marketing > Customer Services

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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.

From the Author

Interviewing over 20 Senior Business leaders to gain their thoughts for this book was a real pleasure and shows the great work that is already underway to Build Great Customer Experiences. Too many books, in our view, focus on new companies who have started with blank sheets of paper. This is not where most companies find themselves. We have focussed on well established companies and use examples from this enviroment as we believe this is where most people find themselves today. We have strived to make this book engaging, and readable by giving down to earth examples in an effort to make the book live. We hope you have a good read and if you want to discuss any matters arising you can contact us via our web site. --This text refers to the Hardcover edition.

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Customer Reviews

13 Reviews

5 star:		(10)
4 star:		(1)
3 star:		(0)
2 star:		(1)
1 star:		(1)

Average Customer Review

4.4 out of 5 stars (13 customer reviews)

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Most Helpful Customer Reviews

13 of 15 people found the following review helpful:

5.0 out of 5 stars Aha, this is the answer, 30 Sep 2002

By	I P R Wallis (London) - See all my reviews

This review is from: Building Great Customer Experiences (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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7 of 8 people found the following review helpful:

5.0 out of 5 stars Profits from Customer Loyalty, 4 Nov 2002

By	Brian McIver MBA (London, UK) - See all my reviews

This review is from: Building Great Customer Experiences (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!

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7 of 8 people found the following review helpful:

5.0 out of 5 stars Innovation and practicality, 18 Oct 2002

By	Dave Hillman (Leighton Buzzard, Beds United Kingdom) - See all my reviews

This review is from: Building Great Customer Experiences (Hardcover)

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 the views of senior business leaders in the UK and the States on the Customer Experience - I shall be purchasing a copy for every single one of my team - and insisting that they read and implement it.

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Most Recent Customer Reviews

2.0 out of 5 stars 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

5.0 out of 5 stars 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

1.0 out of 5 stars Weak methodologies and writing
Methodologies are weak and lack sufficent backup. Writing style is overly padded.

Published on 6 Jun 2005

4.0 out of 5 stars 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

5.0 out of 5 stars 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

5.0 out of 5 stars Highly recommended
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... Read more

Published on 28 Nov 2002 by John Sykes

5.0 out of 5 stars 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

5.0 out of 5 stars 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

5.0 out of 5 stars 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

5.0 out of 5 stars 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

› See all 13 customer reviews...

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