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" Building great customer experiences / "
Colin Shaw and John Ivens
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BL
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| Record Number
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600730
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| Doc. No
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b429949
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| Main Entry
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Shaw, Colin,1958-
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| Title & Author
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Building great customer experiences /\ Colin Shaw and John Ivens
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| Edition Statement
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Revised edition
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| Series Statement
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Beyond philosophy
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| Page. NO
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xxii, 218 pages :: illustrations ;; 24 cm
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| ISBN
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0333990137
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: 9780333990131
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: 1403939497
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: 9781403939494
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| Bibliographies/Indexes
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Includes bibliographical references (pages 209-212) and index
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| Contents
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The customer experience tsunami -- The physical customer experience -- The emotional customer experience -- The effect of organization, multi-channels and moments of contact on the customer experience -- The implications of processes and systems on the customer experience -- People : a key differentiator -- The massive impact of leadership and culture on the customer experience -- The customer experience is the embodiment of the brand -- Managing your customer experience : the Customer Experience Pyramid -- Measuring your customer experience -- Targeting : driving behaviours that impact your customer experience -- Creating your customer experience strategy -- The future of customer experience
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| Abstract
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"This newly updated paperback edition builds on the success of the hardback edition which confirmed Colin Shaw as the 'Guru of the Customer Experience'. In this revised edition, through their thought-leading work from their offices in the UK and the USA, Colin and John Ivens unveil their critically acclaimed Seven Philosophies for Building Great Customer Experiences. These are the backbone of the framework being used by forward-thinking organizations - those who are busy laying the foundations for the long-term sustainable differentiation that the Customer Experience offers. Colin and John also reveal thought-leading market research and case studies which demonstrate the power of focusing on building a great Customer Experience."--Jacket
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| Subject
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Customer services.
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Consumer satisfaction.
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Experience.
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Customer relations.
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| LC Classification
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HF5415.5.S53 2005
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HF5415.5.S53 2005
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| Added Entry
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Ivens, John
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