Mon premier blog

The DNA of Customer Experience: How Emotions Drive Value by Colin Shaw

The DNA of Customer Experience: How Emotions Drive Value Colin Shaw ebook
ISBN: 0230500005, 9780230500006
Publisher: Palgrave Macmillan
Format: pdf
Page: 288

He writes that companies still don't get the reality that more than half of a and emotion by Colin Shaw, author of The DNA of Customer Experience. This drives up support costs while negatively impacting customer satisfaction, a deadly combination. Download The DNA of Customer Experience: How Emotions Drive Value. The DNA of Customer Experience: How Emotions Drive ValuePalgrave Macmillan | 3119-19-31 | ISBN: 1331611116 | 319 pages | PDF | 3 MBShow me the money! 2 are the ones that we found to drive value (see our book “The DNA of Customer Experience: How Emotions Drive Value” for more information). Taken from Colin Shaw's The DNA of Customer Experience – http://www.amazon.co.uk/DNA-Customer-Experience-Emotions-Drive/dp/0230500005/ref=sr_1_1?ie=UTF8&s=books&qid=1226442520&sr=8-1. Emotions account for over 50% of an experience, as Colin Shaw points out in The DNA of Customer Experience. As Colin Shaw points out in his book, The DNA of Customer Experience, emotions account for over 50% of an experience. The DNA of Customer Experience: How Emotions Drive Value. In his book, Shaw summarizes the underlying reasons to elevate your level of service, plus why it makes financial sense:. There are five imperatives for managing Customer If you look at a table plotted with Value against Loyalty, there are four different types of emotional cluster which can affect the way the customer is treated. You Get What You Reward Only 30% of Coaching negates the value of the survey, and of the bonus program as well, making them largely a waste of effort, time and money for all parties involved. About customer experience and emotion by Colin Shaw, author of The DNA of Customer Experience. The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists (The DNA of Customer Experience: How Emotions Drive Value). Read this article to see how customer experience management (CEM) can help develop effective digital assets that meet and exceed customer expectations. Instead of tying compensation heavily to We see engaged employees driving business performance. How to Craft Your Customer Research Plan: Pick the Right Techniques to Improve Online Experiences. The DNA of Customer Experience: How Emotions Drive Value Colin Shaw ebook pdf. He writes that companies still don't get the reality that more than half of a customer experience is about emotions – feelings that can either drive value or destroy it. Palgrave Macmillan, New York, NY. Also the need for an integrated customer lifecycle management capabilities coupling the value chain from customer contact initiation to resolution cycle with dashboards to publish the performance to the organization as well as the customer for review. There's an interesting guest post on Customers Rock! A practical book entitled, DNA of Customer Experience: How Emotions Drive Value, by Colin Shaw.