The DNA of Customer Experience

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

Nyckelord: Business and Management, Marketing, Emotion