The DNA of Customer Experience

Colin Shaw

in Palgrave Macmillan Books from Palgrave Macmillan

Date: 2007
ISBN: 978-0-230-21081-3
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Chapters in this book:

Ch 1 Moving from a Religion to a Financial Imperative

Colin Shaw

Ch 2 The DNA of a Customer

Colin Shaw

Ch 3 The Importance of the Pre- and Post-Customer Experience

Colin Shaw

Ch 4 The Destroying Cluster

Colin Shaw

Ch 5 The Attention Cluster

Colin Shaw

Ch 6 The Recommendation Cluster

Colin Shaw

Ch 7 The Advocacy Cluster

Colin Shaw

Ch 8 The Link to Financial Performance via Net Promoter® Score

Colin Shaw

Ch 9 How to Get Things Done

Colin Shaw

Ch 10 Show Me the Money — TNT Case Study

Colin Shaw

Ch 11 Some Good Advice

Colin Shaw

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Persistent link: https://EconPapers.repec.org/RePEc:pal:palbok:978-0-230-21081-3

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DOI: 10.1057/9780230210813

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