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The DNA of Customer Experience: How Emotions Drive Value - Colin Shaw
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ISBN: 9780230500006

ID: 978023050000

Show me the money! This is the frantic cry of the old guard of senior executives as they desperately struggle to deal with commoditizing markets, the loss of their differentiator and the inevitable impact on profitability. At the same time the new breed of enlightened, customer-focused executives knowingly smile, seeing the answer is simple: focus on the customer rather than the organization, provide customers with an emotionally engaging experience, and the rest will take care of itself. They understand that the customer experience is the next competitive battleground and that emotions account for over 50% of an experience. In one case study in this book, an organization adopting this philosophy dealing in a mature market, enjoyed 100% growth in revenues, doubled their customer base, substantially reduced customer churn, increased the effectiveness of their marketing campaigns by 20% and reduced employee attrition by 13%. As the world thought leaders on customer experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discovering the emotions that drive and destroy value in an organization and can now disclose the empirical link between evoking these emotions and substantial financial returns. By the end of the book you will understand:* The four clusters of emotions that increase customers'' short term spend and drive and destroy customer loyalty* How to prove that improving your customer experience provides considerable financial returns* How to evoke these emotions in your customers* How these emotions affect your Net Promoter score and how to use them to improve it* Why every organization has an Emotional SignatureThis book is littered with examples of organizations who already understand the DNA of customer experience and know the power of emotions to gain a competitive edge. Colin Shaw, Books, Business and Finance, Marketing and Sales, The DNA of Customer Experience: How Emotions Drive Value Books>Business and Finance>Marketing and Sales, Palgrave Macmillan

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Show me the money! This is the frantic cry of the "old guard" of senior executives as they desperately struggle to deal with commoditizing markets, the loss of their differentiator and the inevitable impact on profitability. At the same time the new breed of enlightened, customer-focused executives knowingly smile, seeing the answer is simple: focus on the customer rather than the organization, provide customers with an emotionally engaging experience, and the rest will take care of itself. They understand that the customer experience is the next competitive battleground and that emotions account for over 50% of an experience. In one case study in this book, an organization adopting this philosophy dealing in a mature market, enjoyed 100% growth in revenues, doubled their customer base, substantially reduced customer churn, increased the effectiveness of their marketing campaigns by 20% and reduced employee attrition by 13%. As the world thought leaders on customer experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discovering the emotions that drive and destroy value in an organization and can now disclose the empirical link between evoking these emotions and substantial financial returns. By the end of the book you will understand:* The four clusters of emotions that increase customers' short term spend and drive and destroy customer loyalty* How to business and finance,business and investing,emotions,health fitness and dieting,industries and professions,marketing,marketing and sales,mental health,psychology,social sciences Marketing & Sales, Palgrave Macmillan

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The DNA of Customer Experience - Shaw, Colin
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As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns. Business Business eBook, Palgrave Macmillan

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The DNA of Customer Experience: How Emotions Drive Value - gebrauchtes Buch

ISBN: 9780230500006

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As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns., [PU: Palgrave Macmillan]

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2007, ISBN: 9780230500006

ID: 12899987822

Hard cover, Good., Glued binding. Paper over boards. With dust jacket. 166 p. Contains: Illustrations., [PU: Palgrave MacMillan]

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Details zum Buch
The DNA of Customer Experience: How Emotions Drive Value
Autor:

Shaw, Colin

Titel:

The DNA of Customer Experience: How Emotions Drive Value

ISBN-Nummer:

9780230500006

The author, Colin Shaw, has become firmly established as a leading management guru with his successful and influential books, "Building Great Customer Experiences" and "Revolutionize Your Customer Experience". In this new book, based upon new research, the focus is upon the critical role of emotions in forming and sustaining the customer experience and how this is crucial for profitability and business success.

Detailangaben zum Buch - The DNA of Customer Experience: How Emotions Drive Value


EAN (ISBN-13): 9780230500006
ISBN (ISBN-10): 0230500005
Gebundene Ausgabe
Erscheinungsjahr: 2007
Herausgeber: Palgrave
166 Seiten
Gewicht: 0,449 kg
Sprache: eng/Englisch

Buch in der Datenbank seit 26.05.2007 13:21:12
Buch zuletzt gefunden am 21.11.2016 22:58:39
ISBN/EAN: 9780230500006

ISBN - alternative Schreibweisen:
0-230-50000-5, 978-0-230-50000-6

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