Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
This practical and inspirational guide is for all who feel excited yet daunted at the prospect of taking on a leadership role, whether it be first-time leaders, or those taking on bigger, more demanding roles. This user-friendly companion will build confidence and increase competence. It focuses on identifying and strengthening core skills and gifts, including: • building your supporter base • living with your wobbles • enjoying stepping into the unknown • being willing to take responsibility • motivating others • making decisions well • sitting lightly to uncertainty • knowing how to handle conflict. Ideal if you are starting out on a new career or climbing the ladder, The Emerging Leader combines down-to-earth practical advice with timeless insights and wisdom.
As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.
An examination of the problem of content regulation in the increasing number of broadcasting services available. It explores the moral basis of regulation, including the protection of children, obscenity and bad language, and considers different constraints, such as the law and cultural customs.
Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.
This book provides a detailed summary of bridge loads from an international perspective. The authors cover all aspects from the methodology behind the calculation of bridge loads and the complex interactions between loads and bridges, to economic considerations. A wide range of bridge loads are covered, including highway vehicle loads, pedestrian l
Against a backdrop of great change in technology and the economics of broadcasting and new media, this timely survey of contemporary attitudes to accountability and the public interest in broadcasting is based on over fifty interviews conducted in four democracies: India, Australia, the UK and the US.
A compilation of excerpts from speeches and interviews reflects the retired United States general's views on politics, war, social issues, and everyday life in America
Endometriosis affects women in the reproductive years, is associated with pelvic pain and infertility, and - although not life threatening - can seriously impair health, with huge economic and social consequences. It is arguably the most frequent problem encountered in contemporary More...gynecology and is the subject of much ongoing research and innovation in management. This beautifully and comprehensively illustrated Atlas, now in its third edition, provides a useful educational tool for trainees and general obstetricians and gynecologists who may not be up-to-date with the most important recent research on the diagnosis and management of the condition; particularly expanded for this edition are the chapters on ultrasound imaging and the nutritional aspects of the subject.
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