资源描述：
《The DNA of Customer Experience.pdf》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
1、TheDNAofCustomerExperienceHowEmotionsDriveValueColinShaw02305_00006_01_prels4/4/0715:39Pagei“OnceagainColinShawshowsusthefuture.AswithBuildingGreatCustomerExperiencesandRevolutionizeYourCustomerExperience,TheDNAofCustomerExperiencedevelopsandgrowsourknowledgeofCustomerExperiencemanagementfu
2、rtherandatthesametimeintroducesapracticalandrevolut-ionarytechniquetogetvaluefromit.”–SimonFox,ChiefExecutive,HMVGroupplc“TheCustomerExperiencerevolutioncontinuesasColinShawwithhisnewbookagainpushestheboundariesofourunderstanding.Usingcasestudiesandleadingbusinessresearch,Colindemonstratest
3、hetruevalueofemotionsagainstthebottomline.Thisbookpullsnopunches.Ittellsyouhowmuchyoucanloseorgaininrevenuebyevokingtherightemotionsinyourcustomers.”–StuartRoberts,CustomerServicesDirector,Barclaycard“Thoughtleadershipatitsbest.TheDNAofCustomerExperiencegetstotherealheartofwhatitisthatmakes
4、CustomerExperiencemanagementsovaluableasameanstoincreasedprofitabilityanddifferentiationintheover-commoditizedworldweliveintoday.”–RhondaDishongh,CRMDirector,MemorialHermannHospitalSystem“Trulyexcellentthoughtleadership.Thisbookbuildsontheprevioustwoanddealsdirectlywiththecoreissuethatmanyex
5、ecutivesstrugglewith,‘IntuitivelyIbelieveitbuthowcanImakeacompellingbusinesscasetoconvinceothersandjustifytheinvestment?’Essentialreadingforallthosecommittedtocreat-inggreatcustomerexperiencesintheirorganisations.”–GaryPrice,DirectorofCustomerExperienceImplementation,NorwichUnion“Howmanyofu
6、sthoughtthatlifewasjustaboutpriceandproduct?Wellafterreadingthisbookyou’llallbewonderingwhyyoueverthoughttheseweretheonlythings.Assurelyasmarinerscamebackfromtheirventuresandsaidtheearthisnotflat,youwillcomeawayfromthisenthusedandsurprisedbythetruepowerofemotions.”–LiamLambert,OperationsDire
7、ctor,Europe,MandarinOriental“Trulyenlightening,youwillneverthinkoftheCustomerExperienceinthesamewayagain.”–DarrenCornish,HeadofCustomerExperience,NorwichUnion“Doyouthinkyourcustomersjustmakedecisionsrationallywithoutconsid-erationoftheiremotions?Wellthin
