Building Great Customer Experiences
Author
Abstract
Individual chapters are listed in the "Chapters" tab
Suggested Citation
DOI: 10.1057/9780230554719
Download full text from publisher
To our knowledge, this item is not available for download. To find whether it is available, there are three options:1. Check below whether another version of this item is available online.
2. Check on the provider's web page whether it is in fact available.
3. Perform a search for a similarly titled item that would be available.
Book Chapters
The following chapters of this book are listed in IDEAS- Colin Shaw & John Ivens, 2002. "The customer experience tsunami," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 1, pages 1-14, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The physical customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 2, pages 15-40, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The emotional customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 3, pages 41-62, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The effect of organization, multi-channels and moments of contact on the customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 4, pages 63-85, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The implications of processes and systems on the customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 5, pages 86-100, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "People: a key differentiator," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 6, pages 101-116, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The massive impact of leadership and culture on the customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 7, pages 117-137, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The customer experience is the embodiment of the brand," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 8, pages 138-148, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "Managing your customer experience: the Customer Experience Pyramid™," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 9, pages 149-165, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "Measuring your customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 10, pages 166-177, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "Targeting: driving behaviours that impact your customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 11, pages 178-192, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "Creating your customer experience strategy," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 12, pages 193-209, Palgrave Macmillan.
- Colin Shaw & John Ivens, 2002. "The future of customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 13, pages 210-214, Palgrave Macmillan.
Corrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palbok:978-0-230-55471-9. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
We have no bibliographic references for this item. You can help adding them by using this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.