Building great
customer experiences

Endorsements

There are not many people who understand the new paradigm of the Customer Experience. The emerging gurus on the subject are Colin Shaw & John Ivens with their holistic approach. We will all have to embrace the paradigm they are unlocking and focus on our Customer Experience if we are to be successful in the future. At Microsoft we understand the importance of this and are committing ourselves to this new world.
Steve Harvey
Director of People, Profits & Loyalty
Microsoft

Shaw & Ivens are the gurus of the Customer Experience. Whilst we have all recognized the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their 7 Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business.
Liam Lambert
Director & General Manager
Mandarin Oriental Hyde Park

John and Colin's innovative approach deserves applause - their thought leading book is at the cutting edge. Their 7 Philosophies for Building Great Customer Experiences underpin Hilton's own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience".
Mike Ashton
Senior Vice President
Hilton International Hotels

"This book reinforces the need to think about customer experience on an emotional level. Colin Shaw and John Ivens do an outstanding job putting a framework around creating the customer experience needed to differentiate your company from your competition."
Todd Bartee
Senior Manager, Consumer Customer Experience
Dell Computers based in Austin Texas

"No matter what you are selling - a product or a service, a commodity or a differentiated product -- customers are both judge and jury when it comes to deciding whether or not a company succeeds. This book helps companies understand that in order to win in the court of public opinion, they need to build a high-performance organization focused on the customer. Colin Shaw and John Ivens make their case with the best kind of evidence - common sense real-life examples."
Mohan Kharbanda
Vice President, Customer Experience, Americas
Dell Computers based in Austin Texas

"This is a must read if you want to prevent the Blight of the Bland! As the economy careers headlong down the path of commoditisation, this practical and insightful book shows you how to develop Customer Experience strategies that will exceed your customers' expectations. Shaw and Ivens' no-nonsense approach is both refreshing and compelling".
Ayes Amewudah
Vice President Marketing Operations EMEA
Lucent Technologies

"The Customer Experience will be a critical differentiator in today's commoditising economy. Colin and John's thought provoking book is essential reading for anyone wishing to create engaging and memorable Customer Experiences. This simple and readable book is littered with the views and thoughts of senior business leaders on the Customer Experience. It not only explains the theory of the Customer Experience but also provides practical advice and insights on how you can begin building and delivering Great Customer Experiences".
Peter Scott
Customer Service Director
One 2 One

"As physical products become more and more similar the battle zone for companies will increasingly be customer service. This book demonstrates that to be successful you must be willing and able to tap into the heart and emotions of both staff and customers. It poses the challenge of how real this approach is in any company".
Gordon Bye
Managing Director
Eurostar

"Customer Delight is the great Holy Grail for all of us involved in service or consumer industries but it is all too easy to overcomplicate your approach to achieving it or to finding out what your customers really want. This book by Colin Shaw and John Ivens is packed with clear, common sense advice, analysis and real world experiences which would help anyone to develop a more effective approach and improve their business as a result."
Steve Nash
After Sales Director
BMW

"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

"The Customer Experience is as equally important in the Public sector as it is the Private sector. The Public sector also delivers a service to its customer. In the Inland Revenue we therefore try and recognize the importance of the Customer Experience in everything that we do and are constantly trying to improve what we do".
Ian Schoolar
Director of Marketing & Communications
Inland Revenue

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