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The DNA of customer experience : how emotions drive value /
By: Shaw, Colin.
Publisher: Basingstoke : Palgrave Macmillan, 2009Edition: 1. publ., [repr.].Description: XX, 166 S. : ill., graf. Darst. ; 24 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 0230500005; 9780230500006:; 9780230500006.Subject(s): Customer relations
| EmotionsDDC classification: 658.812 | 658.812 Summary: Based upon new research, the focus of this book is upon the critical role of emotions in forming and sustaining the customer experience and how this is crucial for profitability and business success.
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Includes bibliographical references and index.
Based upon new research, the focus of this book is upon the critical role of emotions in forming and sustaining the customer experience and how this is crucial for profitability and business success.