Revolutionize your customer experience / Colin Shaw.
Title:
Revolutionize your customer experience / Colin Shaw.
Author:
Shaw, Colin, 1928-
ISBN:
9781403936035
Personal Author:
Publication Information:
Houndmills, Basingstoke, Hampshire ; New York, N.Y. : Palgrave Macmillan, 2005.
Physical Description:
xx, 220 p. : ill. ; 24 cm.
Contents:
1. Are you missing the gorge? -- 2. Please hold, your call is important to us -- 3. The guiding principles -- 4. The enablers -- 5. Sensory experiences -- 6. Naive orientation -- 7. Transactional orientation -- 8. Enlightened orientation -- 9. Natural orientation -- Naive to Natural self-assessment summary sheet -- 10. Understanding, action, and embedding -- 11. Case study : from the most ridiculed to the most respected -- 12. Case study : Build-A-Bear workshop -- 13. Conclusion : dare to be different.
Abstract:
"Through extensive research over the last seven years, Colin and his team at Beyond Philosophy have discovered four distinct ways a company is internally focused, or not, around its Customers. These are the stages of evolution that an organization goes through in delivering its Customer Experience. Naive - Transactional - Enlightened - Natural. This tool enables organizations to analyze their internal Customer Experience capability and assess the degree to which this can be leveraged to deliver a captivating Experience."--BOOK JACKET.
Electronic Access:
Contributor biographical information http://www.loc.gov/catdir/bios/hol059/2004056536.htmlPublisher description http://www.loc.gov/catdir/description/hol054/2004056536.html
Table of contents http://www.loc.gov/catdir/toc/hol052/2004056536.html