Building Great Customer Experiences

Colin Shaw and John Ivens

in Palgrave Macmillan Books from Palgrave Macmillan

Date: 2002
ISBN: 978-0-230-55471-9
References: Add references at CitEc
Citations: View citations in EconPapers (35)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Chapters in this book:

Ch 1 The customer experience tsunami

Colin Shaw and John Ivens

Ch 2 The physical customer experience

Colin Shaw and John Ivens

Ch 3 The emotional customer experience

Colin Shaw and John Ivens

Ch 4 The effect of organization, multi-channels and moments of contact on the customer experience

Colin Shaw and John Ivens

Ch 5 The implications of processes and systems on the customer experience

Colin Shaw and John Ivens

Ch 6 People: a key differentiator

Colin Shaw and John Ivens

Ch 7 The massive impact of leadership and culture on the customer experience

Colin Shaw and John Ivens

Ch 8 The customer experience is the embodiment of the brand

Colin Shaw and John Ivens

Ch 9 Managing your customer experience: the Customer Experience Pyramid™

Colin Shaw and John Ivens

Ch 10 Measuring your customer experience

Colin Shaw and John Ivens

Ch 11 Targeting: driving behaviours that impact your customer experience

Colin Shaw and John Ivens

Ch 12 Creating your customer experience strategy

Colin Shaw and John Ivens

Ch 13 The future of customer experience

Colin Shaw and John Ivens

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palbok:978-0-230-55471-9

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230554719

DOI: 10.1057/9780230554719

Access Statistics for this book

More books in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().