Customer Experience: Future Trends and Insights

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Customer Experience: Future Trends and Insights

by Colin Shaw, Qaalfa Dibeehi, Steven Walden

Palgrave Macmillan | October 15, 2010 | Hardcover

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The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage.

Format: Hardcover

Dimensions: 256 pages, 9.54 × 6.41 × 0.8 in

Published: October 15, 2010

Publisher: Palgrave Macmillan

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0230247814

ISBN - 13: 9780230247819

Found in: Public Relations

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– More About This Product –

Customer Experience: Future Trends and Insights

by Colin Shaw, Qaalfa Dibeehi, Steven Walden

Format: Hardcover

Dimensions: 256 pages, 9.54 × 6.41 × 0.8 in

Published: October 15, 2010

Publisher: Palgrave Macmillan

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 0230247814

ISBN - 13: 9780230247819

About the Book

The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage.

Table of Contents

Emerging Trends in Customer Experience
The Brain in the Customer Experience
Neuro-Business Models
Practical Neuro-Experience for Today
The Future of Neuro-Experience
The New Field of Experience Psychology and Its Application
The Core Principles and Benefits
How To Change Your Organization
Over the Next Few Years...The Seeds of Revolution
Embracing the Revolution Through Building Trust
How To Join the Revolution

From the Publisher

The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage.

About the Author


COLIN SHAW is the Founding Partner of Beyond Philosophy and guru of the Customer Experience Management. He has enjoyed over 20 years of experience working in blue chip companies, including Mars Ltd, Rank Xerox and BT. Shaw''s now indulges in his real passions, strategic thinking, conference speaking, writing books and advising boards of companies. He is the author of three hugely sucessful books on Customer Experience piblished by Palgrave Macmillan, is a member of the Professional Speakers Association and enjoys a hectic conference speaking schedule.

QAALFA DIBEEHI is Director of Thought Leadership with Beyond Philosophy. He has 15 years senior level experience in the customer experience related space with particular emphasis on the special problems and sensitivities of organisations that have a dual commercial and social/community responsibility. Qaalfa is also an award winning university professor. He has been keynote speaker at a number of conferences; frequently quoted in the international press; and has authored and published a variety of white papers, and magazine and journal articles.
 
STEVEN WALDEN is Beyond Philosophy''s Principal Consultant & Head of Research. Prior to working at Beyond Philosophy he had 8 years experience as a Management Consultant focusing on IT, Technology and Retail sectors.

Editorial Reviews

Beyond Philosophy have been pioneers in defining the Customer Experience. This book reinforces their Thought Leadership position. It is a must read!'' - Ivan Mainprize, VP Customer Experience, Membership Travel Services International, American Express ''I get a lot of companies wanting to talk to me about Customer Experience. There is only one company I would talk to, the Thought Leaders, Beyond Philosophy. Why accept second best?'' - Bob Black, Managing Director, TNT, Australia ''We have worked with Beyond Philosophy for a number of years. Why? This book reinforces why. They are Thought Leaders and understand Customer''s emotional drivers.'' - Laree R. Daniel, Senior Vice President, Customer Assurance Organization. Aflac. ''Once again Beyond Philosophy demonstrates their thought leadership in the field of Customer Experience. An insightful book which shows us the future.'' - Charmaine McDonald Senior Vice President, Customer Success. Clinical Solutions McKesson ''Following on from their previous ground-breaking books Beyond Philosophy Thought Leaders, Colin Shaw, Qaalfa Dibeehi and Steven Walden, now turn their attention to the future of Experience offering unique insights and ideas. The ideas on neuroexperience in particular are thought-provoking and consistent with the expected sea change towards individualised advertising and communication - this book reflects what''s happening now at the crux of neuroscience and business.'' - Professor Gemma Calvert, Co-Founder, Neurosen
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