基本信息出版社：Palgrave Macmillan
页码：288 页
出版日期：2004年09月
ISBN：1403939497
条形码：9781403939494
装帧：平装
正文语种：英语
外文书名：建立卓越的客户体验

内容简介 This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations.
作者简介 COLIN SHAW is a Founding Partner of Beyond Philosophy, a consultancy company focused upon the customer experience and was formerly Director of Client Experience at BT with overall responsibility for the concept of corporate customer relations in a global context. He has previously worked for Xerox and Mars and is a regular speaker at conferences and in the media on Customer Experience and Emotional Intelligence. JOHN IVENS is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT with responsibility for defining the Customer Experience for B
媒体推荐 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