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The DNA of Customer Experience: How Emotions Drive Value | 
 enlarge | Author: Colin Shaw
Publisher: Palgrave Macmillan
Category: Book
List Price: £25.00
Buy New: £19.47
You Save: £5.53 (22%)
New (29) Used (10) from £14.49
Rating:  4 reviews
Sales Rank: 130071
Media: Hardcover
Pages: 288
Number Of Items: 1
Shipping Weight (lbs): 1
Dimensions (in): 9.2 x 6.5 x 0.7
ISBN: 0230500005
Dewey Decimal Number: 658
EAN: 9780230500006
ASIN: 0230500005
Publication Date: May 11, 2007
Availability: Usually dispatched within 1-2 business days
Shipping: International shipping available
Condition: Brand New. Shipped from UK Mainland. Delivery is usually 4 - 5 working days from order by Royal Mail, International Delivery is by Airmail.
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| Customer Reviews:
A must read if you are serious about Customer Satisfaction September 4, 2007
P. Impey
4 out of 4 found this review helpful
A great read ....
This is a very thought provoking and practical read at the same time! Working for a company that uses Net Promoter, this has really helped me see what I need to do to improve my Net Promoter score. I now realise we should be measuring emotions as part of our Customer Experience.
Essential reading for those serious about their business July 2, 2007
Iain Wallis
4 out of 5 found this review helpful
Emotions drive $$$ in an experience!
I have never realised what an impact emotions have. The book identifies the four clusters of emotions that can literally drive or destroy value. The work has been done with London Business School so it must be right!
This has made me look at my interactions with Customers in a new way. I recommend that you read it.
True enlightenment! June 12, 2007
G. Wale
5 out of 6 found this review helpful
Truly inspiring, a real eye-opener! This book was recommended by a good friend of mine who had heard Colin speak at a conference I was intrigued to learn more. This book is an enlightening read and has given personal inspiration to take next actions to improve my Customer's experience.
Easy to read, understand and implement June 4, 2007
David J. Hillman (Beds, England)
4 out of 6 found this review helpful
This is an enlightening book and an outstanding read. After reading the first two books by Shaw I believe this encapsulates the next stage of the Customer Experience. It is easy to read, easy to understand and easy to implement! I would recommend this book to anyone who wants to take the Customer Experience to the next level.
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