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Moving Your Customer Experience to the Next Level Requires New Thinking

  • Colin Shaw
  • Ryan Hamilton
Chapter
  • 1.6k Downloads

Abstract

The following is a typical call, one we receive more and more frequently; in fact this particular call came only yesterday from an organization seeking our help. The caller explained their predicament:

Keywords

Customer Loyalty Behavioral Economic Customer Behavior Customer Experience Glass Ceiling 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. 1.
    Pine, B. Joeseph, and James H. Gilmore. “Welcome to the Experience Economy.” www.hbr.org. July 1998. Web. 3 August 2015. https://hbr.org/1998/07/welcome-to-the-experience-economy.Google Scholar
  2. 2.
    Hseih, Tony. “Branding through Customer Service.” www.huffingtonpost. com. 21 December 2010. Web. 3 August 2015. http://www.huffingtonpost.com/tony-hsieh/branding-through-customer_b_799316.html.Google Scholar
  3. 3.
    Hagen, Paul, Elizabeth Boehm, and Belle Bocal. “Conversations with Customer Experience Leaders; Maersk Line’s Jesper Engelbrecht Thomsen.” https://www.forrester.com/Conversations+With+Customer+Experience+Leaders+Maersk+Lines+Jesper+Engelbrecht+Thomsen/fulltext/-/E-RES60393.Google Scholar

Copyright information

© The Author(s) 2016

Authors and Affiliations

  • Colin Shaw
    • 1
  • Ryan Hamilton
    • 2
  1. 1.Beyond PhilosophyOrlandoUSA
  2. 2.Emory University’s Goizueta Business SchoolAtlantaUSA

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