The DNA of Customer Experience

The DNA of Customer Experience

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As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.I moved my account; in the end it was so simple to do it, and I havena#39;t had a moment of regret. ... I have subsequently set up a Joint Account with First Direct, my partner has set up a Cheque Account with them, we have taken loans out with ... As part of the HSBC group, customers use ATMs that are branded HSBC (and obviously other banksa#39; ATMs). ... Have a clear understanding of your customersa#39; physical and emotional expectations a–i Measure so that customer expectations are metanbsp;...

Title:The DNA of Customer Experience
Author:Colin Shaw
Publisher:Palgrave Macmillan - 2007-05-10


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