Customer Experience

Future Trends and Insights
1. Auflage 2010
ISBN: 978-1-349-32027-1
Verlag: Palgrave Macmillan UK

Buch, Englisch, 199 Seiten, Format (B × H): 155 mm x 235 mm, Gewicht: 341 g

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.

Zielgruppe

Research

Autoren/Hrsg.

Shaw, C.

Walden, S.

Dibeehi, Q.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Public Relations
• Sozialwissenschaften Soziologie | Soziale Arbeit Spezielle Soziologie Gesundheitssoziologie, Medizinsoziologie
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Vertrieb
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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

Über Autor(innen)

COLIN SHAW is the CEO and Founding Partner of Beyond Philosophy. His background encompasses more than 20 years of working with some of the world's largest organizations culminating in his role as SVP of Customer Experience. As a sought after speaker, consultant, and executive coach, Colin has a very interactive style that uses thought provoking questions, humor and real life anecdotes. He is the author of three best-selling books on Customer Experience.

QAALFA DIBEEHI is the Chief Operating and Consulting Officer with Beyond Philosophy and has earned Master's Degrees in International Business and Management, Statistics, Psychology, and Health Administration. He has won awards as a university professor and has 18 years of senior level expertise in the Customer Experience. Qaalfa is an experienced keynote speaker, and has been published in a variety of white papers, magazine and journal articles.

STEVEN WALDEN has a Masters in Strategic Marketing focusing on segmentation methodologies and is Beyond Philosophy's Senior Head of Research and Consulting. With strong links to several leading business schools and 14 years of consulting expertise, Steven is a recognized expert in understanding how to use the emotions and the subconscious mind of clients and consumers to generate value and the application of value-in-use to experience.