Customer Experience
Books
We are proud to have written three of the best selling books on Customer Experience. Our Customer Experience books are sometimes thought as CRM books. Customer Experience provides a more holistic approach and encompasses many aspects appearing in Customer Service books.
We are living in historic times. Competition is becoming increasing fierce and Customers are much more demanding. To stay ahead of the competition it is imperative to understand the emerging trends that can help you improve your Customer Experience.
Following many hours of research, discussions on innovation with industry analysts and stimulating debates with forward thinking clients, Beyond Philosophy, the world thought leaders in Customer Experience, reveal three major trends in the Customer Experience..
Following two years of research independently vetted by London Business School, Colin Shaw penned The DNA of Customer Experience: How emotions drive value , where in we revealed the four clusters of twenty emotions and that have been statistically proven to drive and destroy value. Through a series of case studies we revealed how improving the Customer Experience can improve, revenues, increase customer loyalty, and increase customer satisfaction or your Net Promoter Score. In addition we have discovered that every organization has an Emotional Signature® -- this is the level of emotional engagement that an organization has with its Customers. Read more about Emotional Signature®.
'Truly enlightening, you will never think of the Customer Experience in the same way again.'
Darren Cornish, Head of Customer Experience, Norwich Union
How Customer Centric is your organization? In Revolutionize Your Customer Experience Colin Shaw reveals research that shows that all organizations are on a journey from Naïve to Natural in the way they are orientated around the Customer. You will discover the nine areas that affect the Customer Experience and what to do to improve these. You are invited to take a questionnaire that will review how Customer Centric your organization is.
The 'Naïve to Natural' Model, for the first time, provides a numerical measure of the Customer Experience that an organization delivers. This is invaluable information. Read it, understand it, and prepare to 'Revolutionize Your Customer Experience'.
John McGregor, Director of Banking, Sainsbury's Bank.
Find out more about our Naïve to Natural Model
Building Great Customer Experiences takes a holistic view of the whole subject of Customer Experience. In this book we look and what causes a good and bad Customer Experience. We reveal the Seven Philosophies for building a great customer experience. These detail what you need to do to improve your Customer Experience. This book still tops many best selling customer experience book lists today. (Now available in paperback)
"Building a customer experience which genuinely creates loyalty is the newest and hardest battleground Business has faced. This is the most important debate in business today".
Ian Shepherd, Customer Marketing Director, BSkyB
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