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The DNA of Customer Experience: How Emotions Drive Value by Colin Shaw

The DNA of Customer Experience: How Emotions Drive Value Colin Shaw ebook
ISBN: 0230500005, 9780230500006
Format: pdf
Publisher: Palgrave Macmillan
Page: 288

Colin Shaw, author of The DNA of Customer Experience: How emotions drive value, will discuss his company's research into how emotions drive value perception. Colin Shaw @ColinShaw_CX, experience consultant, predicts the trends which will drive the industry in the near future. Successful companies roll out complex customer experience strategies, adding value to their offering in greater service, up/cross selling, giveaways and loyalty-based bonuses. My only criticism towards the book, is that it uses a lot of Beyond Philosophy's methodologies and terminology on measuring customer experience with emotions. Publisher: Palgrave Macmillan Language: English ISBN: 0230500005 Paperback: 288 pages Data: Jul 2007 Format: PDF Description: Show me the money! Working with London Business School we conducted two years research which culminated our third book DNA of Customer Experience: How Emotions Drive Value launched in 2007. This means that you can't really implement these things directly . Book review: DNA of customer experience by Colin Shaw Emotions really matter. If you don't believe it, read this book. Successful companies build ideologies and tell stories with underlying emotional charges, that affect the way people experience, and talk about their favorite brands.