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The DNA of customer experiencehow em...

Palgrave Connect (Online service)

The DNA of customer experiencehow emotions drive value /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The DNA of customer experienceColin Shaw.
其他題名:	how emotions drive value /
作者:	Shaw, Colin,
出版者:	Basingstoke :Palgrave Macmillan,2007.
面頁冊數:	1 online resource (xx, 166 p.) :ill.
標題:	Customer relations.
電子資源:	An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230210813

The DNA of customer experiencehow emotions drive value /
Shaw, Colin,1958-

The DNA of customer experiencehow emotions drive value /[electronic resource] :Colin Shaw. - Basingstoke :Palgrave Macmillan,2007. - 1 online resource (xx, 166 p.) :ill.

Includes bibliographical references and index.

Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.

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.

ISBN: 9780230210813

Standard No.: 10.1057/9780230210813doi

Source: 300354Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

202164
Customer relations.
Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HF5415.5 / .S532 2007eb

Dewey Class. No.: 658.812

The DNA of customer experiencehow emotions drive value /
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