The DNA of
customer experience

Table of contents

Chapter 1
Moving from a Religion to a Financial Imperative
Chapter 2
The DNA of a Customer
Chapter 3
The Importance of the Pre- and Post-Customer Experience
Chapter 4
The Destroying Cluster
Chapter 5
The Attention Cluster
Chapter 6
The Recommendation Cluster
Chapter 7
The Advocacy Cluster
Chapter 8
The Link to Financial Performance via Net Promoter® Score
Chapter 9
How to Get Things Done
Chapter 10
Show Me the Money - TNT Case Study
Chapter 11
Some Good Advice

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