Revolutionize Your Customer Experience
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their...
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In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
1Are you missing the gorge?12Please hold, your call is important to us253The guiding principles484The enablers705Sensory experiences816Naive orientation917Transactional orientation1098Enlightened orientation1279Natural orientation148Naive to Natural self-assessment summary sheet16510Understanding, action, and embedding16611Case study : from the most ridiculed to the most respected18112Case study : Build-A-Bear workshop19813Conclusion : dare to be different209
