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Standort: Rye Beach, New Hampshire, USA
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eBay-Artikelnr.:204440884822
Artikelmerkmale
- Artikelzustand
- Publication Date
- 2002-09-13
- Pages
- 224
- ISBN
- 9780333990131
Über dieses Produkt
Product Identifiers
Publisher
Palgrave Macmillan The Limited
ISBN-10
0333990137
ISBN-13
9780333990131
eBay Product ID (ePID)
2237062
Product Key Features
Number of Pages
Xvi, 224 Pages
Publication Name
Building Great Customer Experiences
Language
English
Publication Year
2002
Subject
Leadership, Customer Relations, General, Management, Strategic Planning
Features
Revised
Type
Textbook
Subject Area
Business & Economics, Psychology
Format
Hardcover
Dimensions
Item Height
0.6 in
Item Weight
17.6 Oz
Item Length
9 in
Item Width
6 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
2002-071471
Reviews
'There are not many people who understand the new paradigm of the Customer Experience. The emerging gurus on the subject are Colin Shaw & John Ivens with their holistic approach. We will all have to embrace the paradigm they are unlocking and focus on our Customer Experience if we are to be successful in the future. At Microsoft we understand the importance of this and are committing ourselves to this new world.' - 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. Importantly, Shaw and Ivens recognize that emotions are at the core of all relationships - it's no different with customers than our family & friends - and truly engaging and successful brands.' - Barry Herstein, Chief Marketing Officer, Financial Times Group, New York 'John and Colin's innovative approach deserves applause - their thought-leading book is at the cutting edge. Their Seven Philosophies for Building Great Customer Experiences underpin Hilton's own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience.' - Mike Ashton, Senior Vice President Marketing Worldwide, Hilton International Hotels 'No matter what you are selling - a product or a service, a commodity or a differentiated product - customers are both judge and jury when it comes to deciding whether or not a company succeeds. This book helps companies understand that in order to win in the court of public opinion, they need to build a high-performance organization focused on the customer. Colin Shaw and John Ivens make their case with the best kind of evidence - common sense real-life examples.' - Mohan Kharbanda, Vice President, Customer Experience, Americas, Dell Computers, Texas 'Customer Delight is the great Holy Grail for all of us involved in service or consumer industries but it is all too easy to overcomplicate your approach to achieving it or to finding out what your customers really want. This book by Colin Shaw and John Ivens is packed with clear, common sense advice, analysis and real-world experiences which would help anyone to develop a more effective approach and improve their business as a result.' - Steve Nash, After Sales Director, BMW 'Shaw and Ivens are the gurus of the Customer Experience. Whilst we have all recognised the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their Seven Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business.' - Liam Lambert, Director & General Manager, Mandarin Oriental Hyde Park 'John & Colin's approach is the most exciting, practical and effective I have seen in the whole area of becoming a customer focused organisation. We have all talked about the why for years, but now there is no excuse, this is the how.' - Ayes Amewudah, Vice President Marketing Operations EMEA, Lucent Technologies 'A well researched, well written, well presented and thought-provoking read.' - Financial Adviser 'Building Great Customer Experiences does exactly what it says on the tin...Overall, this is a well researched, well written, well presented and thought-provoking read.' - Simon Ashmore, Financial Adviser 'The truth it contains and the challenges to current dogma are brilliant and fundamental to everything we should be doing in marketing.' - Stephen Pidgeon, Markeing
Dewey Edition
21
Number of Volumes
1 vol.
Illustrated
Yes
Dewey Decimal
658.812
Edition Description
Revised edition
Table Of Content
The Customer Experience is the Answer to Life, the Universe and Everything Differentiating on the Physical is no Longer Sustainable The Customer Experience is about Emotions So Unknowingly we are Actually Causing a Poor Experience The Customer Experience is the Personification of the Brand So we can Increase Loyalty by Emotionally Engaging with our Customers We can Break Down the Elements of the Customer Experience and then Effectively Manage Them So you have to Measure the Emotional Impact So we are Actually Targeting and Paying our People to Deliver a Poor Experience So Leadership and Culture Effects the Customer Experience My Customers Receive There is No-one in My Organisation who has Overall Responsibility for the Customer Experience We Don't Have a Customer Experience Strategy What Next?
Synopsis
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations., This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. "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 all have to embrace the paradigm they are unlocking and focus on our Customer Experience if we are to be successful in the future. At Microsoft we understand the importance of this and are committing ourselves to this new world." Steve Harvey, Director of People, Profits & Loyalty, Microsoft "Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and who are faced with legacy systems, legacy processes, legacy people, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver Great Customer Experiences. Shaw and Ivens are the gurus of the Customer Experience. Whilst we have all recognised the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their 7 Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business." Liam Lambert, Director & General Manager, Mandarin Oriental Hyde Park, London "John and Colin's innovative approach deserves applause - their thought leading book is at the cutting edge. Their 7 Philosophies for Building Great Customer Experiences underpin Hilton's own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience". Mike Ashton, Senior Vice President, Hilton International Hotels f1"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. Importantly, Shaw and Ivens recognize that emotions are at the core of all relationships -- it's no different with customers than our family & friends -- and truly engaging and successful brands." Barry Herstein, Chief Marketing Officer, Financial Times Group, New York "The Customer Experience will be a critical differentiator in today's commoditising economy. Colin and John's thought provoking book is essential reading for anyone wishing to create engaging and memorable Customer Experiences. This simple and readable book is littered with the views and thoughts of senior business leaders on the Customer Experience. It not only explains the theory of the Customer Experience but also provides practical advice and insights on how you can begin building and delivering Great Customer Experiences". Peter Scott, Customer Service Director, T-Mobile
LC Classification Number
HD30.28
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99,4% positive Bewertungen•22 Tsd. Artikel verkauft
Angemeldet als privater VerkäuferDaher finden verbraucherschützende Vorschriften, die sich aus dem EU-Verbraucherrecht ergeben, keine Anwendung. Der eBay-Käuferschutz gilt dennoch für die meisten Käufe.
Verkäuferbewertungen (12'484)
- p***g (1031)- Bewertung vom Käufer.Letzter MonatBestätigter KaufGreat condition, well packaged stuff, A+ service
- j***m (969)- Bewertung vom Käufer.Letzter MonatBestätigter KaufWonderful transaction!
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