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Consumers are unreasonable – but they're not stupid. We all like to think we make rational choices. But thirty years' of research has shown that what we actually do is make instinctive, 'gut' choices and then reverse engineer a set of rational criteria…

|September 13, 2002

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This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences--something far too many companies neglect. The authors show that physical execution and emotional impact of customer…

|February 1, 1999

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The recent history of broadcasting on both sides of the Atlantic, characterized by a great increase in the number of services on offer to the public, has been brought about by technological advances and economic pressures. This has inevitably affected traditional…

|September 23, 2004


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Colin Shaw’s new eBook, “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” explores both the philosophy behind great Customer Experience and the best (and worst) real-world examples of them. As the founder and…