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| Building Great Customer Experiences, Revised Edition | 
| Authors: Colin Shaw, John Ivens
Publisher: Palgrave Macmillan
Category: Book
List Price: $26.95
Buy New: $23.28
You Save: $3.67 (14%)
New (19) from $23.28
Avg. Customer Rating:  7 reviews
Sales Rank: 278556
Media: Paperback
Edition: Revised
Number Of Items: 1
Pages: 288
Shipping Weight (lbs): 0.6
Dimensions (in): 9.1 x 6.1 x 0.6
ISBN: 1403939497
Dewey Decimal Number: 658
EAN: 9781403939494
ASIN: 1403939497
Publication Date: December 17, 2004
Availability: Usually ships in 1-2 business days
Condition: BRAND NEW
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Product Description
This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences--something far too many companies neglect. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty, as well as the commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they demonstrate that the customer experience has now become central to the agenda for many companies and organizations.
Book Description
This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience, losing a valuable opportunity to improve the way they do business. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations.
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| Customer Reviews: Read 2 more reviews...
 Extremely apllicable!! May 21, 2007
This book helped us see the future of our company in another light. There are countless examples, graphs, and quotes that made it easy to synthesize the information and explain it to others.
I was so taken by the book, that I invited Colin Shaw (the author) to come speak to our management team. He was very down to earth and approachable.
I would highly recommend this book to anyone else looking for a real competitive differentiator.
 Building Great Customer Experiences October 26, 2004
4 out of 7 found this review helpful
Excellent !! well worth a look. There are so many "Business" books out there that it is hard to find something that actually works - this one does. It is full of useful information that I am sure will enhance the customer experience when put into practice.
Practical way to Building great Customer Experience June 28, 2004
6 out of 7 found this review helpful
The only book I have come across which tell you not only the "what" but "how" of buiding great Customer Experience.The concept of having a Customer Experience statement is so basic , yet so powerful in getting the whole organization to be aligned towards delivering great Customer experience.The authors take you through step by step process to implement the Customer experience statement. A must read for any organization serious about building great Customer Experience.
 Not insightful and not well-written April 20, 2004
18 out of 34 found this review helpful
It takes a great deal of effort to write any book, even a bad one, so I hate to be excessively critical, but I found very little value in this book. Despite its intriguing title, I don't think anyone will gain from reading this book, unless they are a prospective client of the authors' consulting firm, Beyond Philosophy, and would like a peek at the vendor's approach. (There's no escaping the shadow of the authors' consultancy within these pages. I know consultants write books to get noticed, but this one is more like something you would create just so you could hand it out to clients.) At its best, this book repeats marketing dogma. More often, though, it simply misses. You can usually count on a book like this for some valuable anecdotes, if nothing else, but even the authors' anecdotes don't always make the intended point (as near as I could tell). It really needs a substantial reorganization, starting with a framework that would help the authors decide what is important and what is trivial, and then a solid edit. In my opinion, this book is probably not what you're looking for. For example, you'd think that a book about "Building Great Customer Experience" would at least define "customer experience." But no--the authors say that people are usually better off figuring this out for themselves. You'll be much happier, for example, with Lasalle and Britton's (2003) Priceless: Turning Ordinary products into Extraordinary Experiences.
Wonderful and Thoughtful April 26, 2003
9 out of 14 found this review helpful
This book helps tie together all the parts of developing a business plan. Before I read this book, I was struggling with writing a business plan for a new business. The hardest thing for me was putting all the pieces together in a coherant structure. This book provides the missing piece that every business needs to have in order to produce results that are lasting and memoriable. GREAT FOCUSING TOOL!
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