Building Great Customer Experiences by Shaw, Colin, Ivens, John (2002) Hardcover

by Colin Shaw

This newly updated paperback edition builds on the success of the hardback edition which confirmed Colin Shaw as the 'Guru of the Customer Experience'. In this revised edition, through their thought-leading work from their offices in the UK and the USA, Colin and John Ivens unveil their critically acclaimed Seven Philosophies for Building Great Customer Experiences. These are the backbone of the framework being used by forward-thinking organizations - those who are busy laying the foundations for the long-term sustainable differentiation that the Customer Experience offers. Colin and John also reveal thought-leading market research and case studies which demonstrate the power of focusing on building a great Customer Experience.

Genres: Business

Hardcover

First published January 1, 2002

Reviews

[Stephen · Rating 5 out of 5]

READ JAN 2014

Good primer for anyone looking to implement or improve their customer experience management (CEM) strategy. The authors define CEM as "a blend of a company's physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact" (p. 6). I also found their Customer Experience Pyramid and DICE models useful.

[John Humpton · Rating 1 out of 5]

Oy, this might have been groundbreaking 13 years ago, but now let me save you the trouble of the read... treat people well. Care about their lives. Don't worry about implementing a 5 million tier system to make sure your employees aren't jerks.

[Hai Nguyen · Rating 3 out of 5]

It is ok but a bit repetitive