The DNA of customer experience : how emotions drive value /
By: Shaw, Colin.
Publisher: Basingstoke : Palgrave Macmillan, 2007Description: xx, 166 p. : ill. ; 24 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9780230500006 (hbk.); 9780230500006:; 0230500005 (hbk.).Subject(s): Customer relations
| EmotionsDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
Standard Loan
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ATU Sligo Yeats Library Main Lending Collection | 658.812 SHA (Browse shelf(Opens below)) | 1 | Available | 0075516 |
Includes bibliographical references and index.
1. Moving from a religion to a financial imperative P.1.
2. The DNA of a customer P.17.
3. The importance of the pre-and post-customer experience P.33.
4. The destroying cluster P.42.
5. The attention cluster P.67.
6. The recommendation cluster P.86.
7. The advocacy cluster P.105.
8. The link to financial performance via net promoter score P.120.
9. How to get things done P.135.
10. Show me the money - TNT case study P.146.
11. Some good advice P.157.
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.