Building Great Customer Experiences
Launched globally in 2002, and selling out after only eight weeks, “Building Great Customer Experiences” tops many bestseller lists. Due to its popularity, a revised and updated edition was launched in paperback in 2004. The book focuses on the ramifications of a commoditizing market place, how this affects your business, can enable competitive advantage, and save costs.
Building Great Customer Experiences is an international best seller now available in paperback. This was one of the first pioneering books on Customer Experience. Colin Shaw, our Founder, gives an overview of the concepts behind the Customer Experience. Colin outlines why a Customer Experience is important and what organizations should do to build a great Customer Experience.
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You are introduced to the Seven Philosophies for building a great Customer Experience:
- A source of long-term competitive advantage.
- Created by consistently exceeding Customers’ physical & emotional expectations.
- Differentiated by focusing on stimulating planned emotions.
- Enabled through inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled.
- Designed ‘Outside In’ rather than ‘Inside Out’.
- Revenue generating and can significantly reduce costs.
- An embodiment of the brand.
Colin uses a number of examples from many different companies and interviews a number of senior business leaders. This book is a practice guide on how to go about improving your Customer Experience.
“This book hits the strike zone of how marketers, and organizations overall, need to be thinking to win today. It's a clear roadmap for building a high performance organization crystallized around the customer. Importantly, Shaw and Ivens recognize that emotions are at the core of all relationships - it's no different with customers than our family & friends -- and truly engaging and successful brands.”
Barry Herstein
Chief Marketing Officer
Financial Times Group
Based in New York