The DNA of Customer Experience: How Emotions Drive Value Colin Shaw
Publisher: Palgrave Macmillan

Http://www.digita-book.com/uploads/posts/2010-04/1271486793_20611614.jpg The DNA of Customer Experience: How Emotions Drive Value Free eBook download. As a matter of fact they are part of what Colin Shaw in “The DNA of Customer Experience – How Emotions Drive Value”, defines as, ”The Attention Cluster” of Emotions. GO The DNA of Customer Experience: How Emotions Drive Value. 2 are the ones that we found to drive value (see our book “The DNA of Customer Experience: How Emotions Drive Value” for more information). Colin Shaw, the author of The DNA Of Customer Experience, suggests twelve positive emotions and eight negative emotions that can drive customer experience. Publisher: Palgrave Macmillan Page Count: 288. As Colin Shaw points out in his book, The DNA of Customer Experience, emotions account for over 50% of an experience. Author: Colin Shaw Type: eBook. You Get What You Reward Only 30% of Coaching negates the value of the survey, and of the bonus program as well, making them largely a waste of effort, time and money for all parties involved. Customer experience management focusses on using implicit data and create added value from it for the customer. According to the CIM: “Over the last fifteen years, the concept of branding has evolved from merely a design and communications-led ideal to one which runs far deeper into the DNA of an organisation. Working with London Business School we conducted two years research which culminated in my third book, DNA of Customer Experience: How emotions drive and destroy value -Palgrave MacMillan 2007. He then places these Figure 1: Hierarchy of Emotional Value. A UK-based consultancy, Beyond ,have identified 20 emotions that either drive or destroy value during the customer experience. Language: English Released: 2007. Instead of tying compensation heavily to We see engaged employees driving business performance. The work is explained in the company's third book, "The DNA of Customer Experience".