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Shaw, Colin

The DNA of Customer Experience

Shaw, Colin - The DNA of Customer Experience, ebook

69,10€

Ebook, PDF with Adobe DRM
ISBN: 9780230210813
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Table of contents

1. Moving from a Religion to a Financial Imperative
Colin Shaw

2. The DNA of a Customer
Colin Shaw

3. The Importance of the Pre- and Post-Customer Experience
Colin Shaw

4. The Destroying Cluster
Colin Shaw

5. The Attention Cluster
Colin Shaw

6. The Recommendation Cluster
Colin Shaw

7. The Advocacy Cluster
Colin Shaw

8. The Link to Financial Performance via Net Promoter® Score
Colin Shaw

9. How to Get Things Done
Colin Shaw

10. Show Me the Money — TNT Case Study
Colin Shaw

11. Some Good Advice
Colin Shaw

Keywords: Business and Management, Marketing, Emotion

Author(s)
Publisher
Springer
Publication year
2007
Language
en
Edition
1
Page amount
186 pages
Category
Economy
Format
Ebook
eISBN (PDF)
9780230210813
Printed ISBN
978-1-349-35237-1

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