Building Great Customer Experiences

by Colin Shaw, John Ivens

This book 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 compelling examples and cases the authors show that this is key for all companies and organisations.

Genres: Business

240 pages, Paperback

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