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Building Great Customer Experiences

  • Authors
  • Colin Shaw
  • John Ivens

Table of contents

  1. Front Matter
    Pages i-xvi
  2. Colin Shaw, John Ivens
    Pages 1-14
  3. Colin Shaw, John Ivens
    Pages 15-40
  4. Colin Shaw, John Ivens
    Pages 41-62
  5. Colin Shaw, John Ivens
    Pages 101-116
  6. Colin Shaw, John Ivens
    Pages 138-148
  7. Colin Shaw, John Ivens
    Pages 166-177
  8. Colin Shaw, John Ivens
    Pages 193-209
  9. Colin Shaw, John Ivens
    Pages 210-214
  10. Back Matter
    Pages 215-224

About this book

Introduction

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

Keywords

brand leadership Organisation organization strategy

Bibliographic information