IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-0-230-21081-3_3.html
   My bibliography  Save this book chapter

The Importance of the Pre- and Post-Customer Experience

In: The DNA of Customer Experience

Author

Listed:
  • Colin Shaw

Abstract

We had been engaged by a bank in the US who asked us to redesign their loan experience in the branch. For us to be effective it is important that we understand where the experience actually begins and ends. In 95% of cases, we find this is different from where the client originally thinks. This client was no different, they had asked us to consider the experience from the moment the customer walked into the branch, whereas our view was that it started well before and continued well after leaving.

Suggested Citation

  • Colin Shaw, 2007. "The Importance of the Pre- and Post-Customer Experience," Palgrave Macmillan Books, in: The DNA of Customer Experience, chapter 3, pages 33-41, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-21081-3_3
    DOI: 10.1057/9780230210813_3
    as

    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.

    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:palchp:978-0-230-21081-3_3. 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.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.