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Revolutionize Your Customer Experience, by Colin Shaw
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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.
- Sales Rank: #1229372 in Books
- Brand: Brand: Palgrave Macmillan
- Published on: 2004-12-17
- Released on: 2004-11-25
- Original language: English
- Number of items: 1
- Dimensions: 9.68" h x .79" w x 6.30" l, 1.10 pounds
- Binding: Hardcover
- 220 pages
- Used Book in Good Condition
Review
'This book naturally builds on the justified success of Beyond Philosophy's first book Building Great Customer Experiences. Examining how organizations are orientated around the Customer Experience, Revolutionize Your Customer Experience proves that Colin Shaw is no longer emerging as the 'guru of the Customer Experience', but that he has now arrived.' - Stephen Brewer, CEO Caribbean Mobile, Cable & Wireless
'Revolutionize Your Customer Experience will impress you with the clarity that the fundamentals and principles of the Customer Experience are explained and discussed. The NaIve to Natural model that is unveiled in this new book will, like the last book, force many organizations to change their paradigm if they are serious about their Customer Experience.' - Barry Herstein, SVP International Marketing & Communications, American Express
'We know from first hand experience of working with Colin Shaw that he truly is the connoisseur of the Customer Experience. Whilst many gurus focused on Customer Service in the last decade, Colin and his team at Beyond Philosophy prepared for the future with forward thinking, revolutionary theory and practice in the Customer Experience marketplace. That future is now. And so is Revolutionize Your Customer Experience.' - Tony Hanway, Vice President Member Services, AOL Europe Operations
'The NaIve to Natural Model is absolutely correct. This has proved to be an invaluable tool in helping us to understand where our company has reached in terms of our Customer Experience. With this knowledge and insight, organizations like ours will be able to create a roadmap and learn the steps needed to Revolutionize our Customer Experience.' - Bob Black, Divisional Managing Director, TNT Express Specialist Services
'New research and best practice will show companies how to find out where they are and how to revolutionize their customer experience' - Keith Clack, Best Business Books, The Bookseller
About the Author
COLIN SHAW is a Founding Partner of Beyond Philosophy and a leading expert on the Customer Experience. He is the author, with John Ivens, of the groundbreaking book, Building Great Customer Experiences and has worked with blue chip companies including Mars Ltd., Rank Xerox and BT. Previously he was Director of Customer Experience for one of the world's largest global companies. Colin has delivered keynote speeches on customer experience worldwide and appears frequently in newspapers, television and radio.
Most helpful customer reviews
0 of 0 people found the following review helpful.
I greatly enjoyed this book and would recommend it to others
By RyanH
I greatly enjoyed this book and would recommend it to others. It provides a good outline of how to start thinking about the customer experience in an impactful way to an organization.
0 of 0 people found the following review helpful.
A great read for anyone who wants to improve their customer experience
By Terri Lively
If you are like me and want to learn everything you can about your customer experience, be sure that you read this book by Beyond Philosophy. Colin Shaw is a great expert on what it takes to make your experience all it can be and foster an environment of customer retention and loyalty. A great read!
0 of 0 people found the following review helpful.
This book will make you think....
By Colorado Jim
Nicely written, it's forced me to rethink all of our customer interaction points. The web site does not have all the links/artifacts listed in the book (and the 2 previous books I purchased after reading this one) but it's still very much worth the price.
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