Best Selling Books on Customer Experience
THE INTUITIVE CUSTOMER
7 imperatives for moving your CX to the next level
The authors Shaw and Hamilton explore the reasons organizations are struggling to improve their Customer measures and are witnessing the plateauing of loyalty scores like Net Promoter®.
For Shaw and Hamilton, the answer is simple: you need to understand the intuitions that drive your Customers’ Behavior at an emotional, subconscious and psychological level. This book describes where Behavioral Economics meets CX in an easy to understand and practical way.
THE BIG MISS
How Organizations Overlook the Value of Emotions
In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior!
What are the emotional and subconscious drivers behind your customers’ behavior? Do you have a science and data-based strategy to drive this in the direction you want?
In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior! His extensive research shows that emotions are the key drivers of customer behavior, yet few organizations have a strategy to evoke specific emotions based on science and data. Does yours?
HAPPY EMPLOYEES MAKE HAPPY CUSTOMERS
How To Build Great Employee Engagement To Create a Great Customer Experience
Happy Employees Make Happy Customers describes what it takes to evoke the proper emotions from employees so they can deliver outstanding customer experience. Colin Shaw discusses why the employee experience matters, how to hire the right employees and what to look for in the people you bring on board. He reviews the significance of training and maintaining the employee experience. Shaw also covers the employee’s responsibility in the relationship and how leadership can foster the proper environment for success. Finally, he shares examples of companies that promote an environment conducive to employee engagement and retention—and those that don’t.
Shaw illustrates his ideas with examples from headlines and stories from his career to give these concepts life. With his natural storytelling style and focus on practicality, Happy Employees Make Happy Customers helps organizations take their employee experience to the next level and elevate their customer experience along with it.
UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE
Short Stories of Remarkable Practices to Ensure Success
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 CEO of Beyond Philosophy and author of four best-selling books on Customer Experience, Shaw uses his expertise to point out where today’s companies are using their Customer Experience to foster an environment conducive to Customer loyalty and retention—and where they aren’t
BUILDING GREAT CUSTOMER EXPERIENCES
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 experiences may ultimately determine customer satisfaction and loyalty, as well as the commercial success of companies and brands.
THE DNA OF CUSTOMER EXPERIENCE
Show me the money! This is the frantic cry of the “old guard” of senior executives as they desperately struggle to deal with commoditizing markets, the loss of their differentiator and the inevitable impact on profitability. At the same time, the new breed of enlightened, customer-focused executives knowingly smile, seeing the answer is simple: focus on the customer rather than the organization, provide customers with an emotionally engaging experience, and the rest will take care of itself. Read More.
FUTURE TRENDS & INSIGHTS OF CUSTOMER EXPERIENCE
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.
REVOLUTIONIZE YOUR CUSTOMER EXPERIENCE
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.