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The DNA of customer experience = how...

Shaw, Colin, (1958-)

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The DNA of customer experience = how emotions drive value /

Record Type:	Electronic resources : Monograph/item
Title/Author:	The DNA of customer experience/ Colin Shaw.
Reminder of title:	how emotions drive value /
Author:	Shaw, Colin,
Published:	Basingstoke :Palgrave Macmillan, : 2007.,
Description:	1 online resource (xx, 166 p.) :ill.
[NT 15003449]:	Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.
Subject:	Customer relations. -
Online resource:	http://link.springer.com/10.1057/9780230210813An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230210813

The DNA of customer experience = how emotions drive value /
Shaw, Colin,1958-

The DNA of customer experiencehow emotions drive value /[electronic resource] :Colin Shaw. - Basingstoke :Palgrave Macmillan,2007. - 1 online resource (xx, 166 p.) :ill.

Includes bibliographical references and index.

Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

ISBN: 9780230210813

Standard No.: 10.1057/9780230210813doi

Source: 300354Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

578582
Customer relations.
Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HF5415.5 / .S532 2007eb

Dewey Class. No.: 658.812

The DNA of customer experience = how emotions drive value /
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100 1 $a Shaw, Colin, $d 1958- $3 1974539
245 1 4 $a The DNA of customer experience $h [electronic resource] : $b how emotions drive value / $c Colin Shaw.
260 $a Basingstoke : $b Palgrave Macmillan, $c 2007.
300 $a 1 online resource (xx, 166 p.) : $b ill.
504 $a Includes bibliographical references and index.
505 0 $a Moving from a religion to a financial imperative -- The DNA of a Customer -- The importance of the pre & post customer experience -- The Destroying cluster -- The Attention cluster -- The Recommendation cluster -- The Advocacy cluster -- The link to financial performance via Net Promoter -- How to get things done -- Show me the money -- TNT Case Study -- Some good advice.
520 $a As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.
588 $a Description based on print version record.
650 0 $a Customer relations. $3 578582
650 0 $a Emotions. $3 524569
650 7 $a BUSINESS & ECONOMICS $x Customer Relations. $2 bisacsh $3 1974542
655 4 $a Electronic books. $2 lcsh $3 542853
710 2 $a Palgrave Connect (Online service) $3 1081578
776 0 8 $i Print version: $a Shaw, Colin, 1958- $t DNA of customer experience. $d Basingstoke : Palgrave Macmillan, 2007 $z 9780230500006 $z 0230500005 $w (OCoLC)85689599
856 4 0 $3 Palgrave Connect $u http://link.springer.com/10.1057/9780230210813 $z An electronic book accessible through the World Wide Web; click for information
994 $a C0 $b TEF