The DNA of customer experience : how emotions drive value

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Title:

The DNA of customer experience : how emotions drive value

Author:

Shaw, Colin.

ISBN:

9780230500006

Personal Author:

Publication Information:

Basingstoke [u.a.] : Palgrave Macmillan, 2007.

Physical Description:

XX, 166 S. : graph. Darst. ; 24cm.

General Note:

Includes bibliographical references and index.

Subject Term:

Customer Relationship Management / Emotion / Marketingpolitik.

Customer relations.

Electronic Access:

http://www.gbv.de/dms/zbw/525506470.pdf

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168023681915	658.812 S534D 2007	1	Searching... Unknown

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Summary

Summary

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.

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