Revolutionize Your Customer Experience

  • Authors
  • Colin Shaw

Table of contents

  1. Front Matter
    Pages i-xx
  2. Colin Shaw
    Pages 1-24
  3. Colin Shaw
    Pages 48-69
  4. Colin Shaw
    Pages 70-80
  5. Colin Shaw
    Pages 81-90
  6. Colin Shaw
    Pages 91-108
  7. Colin Shaw
    Pages 109-126
  8. Colin Shaw
    Pages 127-147
  9. Colin Shaw
    Pages 148-165
  10. Colin Shaw
    Pages 166-180
  11. Colin Shaw
    Pages 198-208
  12. Colin Shaw
    Pages 209-213
  13. Back Matter
    Pages 214-220

About this book


In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.


development organization organizations research strategy

Bibliographic information