Customer Experience - Future Trends and Insights – Buch gebraucht kaufen

9780230247819

(ISBN-10: 0230247814)

wie neu

235x155 mm

199

Hardcover

Englisch

ZUSTAND: Sehr gut, textsauber (keine Anstreichungen oder Markierungen).

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.

Review
'Beyond Philosophy have been pioneers in defining the Customer Experience. This book reinforces their Thought Leadership position. It is a must read!' - Ivan Mainprize, VP Customer Experience, Membership Travel Services International, American Express

'I get a lot of companies wanting to talk to me about Customer Experience. There is only one company I would talk to, the Thought Leaders, Beyond Philosophy. Why accept second best?' - Bob Black, Managing Director, TNT, Australia

'We have worked with Beyond Philosophy for a number of years. Why? This book reinforces why. They are Thought Leaders and understand Customer's emotional drivers.' - Laree R. Daniel, Senior Vice President, Customer Assurance Organization. Aflac.

'Once again Beyond Philosophy demonstrates their thought leadership in the field of Customer Experience. An insightful book which shows us the future.' - Charmaine McDonald Senior Vice President, Customer Success. Clinical Solutions McKesson

'Following on from their previous ground-breaking books Beyond Philosophy Thought Leaders, Colin Shaw, Qaalfa Dibeehi and Steven Walden, now turn their attention to the future of Experience offering unique insights and ideas. The ideas on neuroexperience in particular are thought-provoking and consistent with the expected sea change towards individualised advertising and communication - this book reflects what's happening now at the crux of neuroscience and business.' - Professor Gemma Calvert, Co-Founder, Neurosense Limited & Chair of Applied Neuroimaging, University of Warwick, UK

'Read it and take action. This is cutting-edge.' - Subhra Das, Senior Vice President, du ( Emirates Integrated Telecommunications Company PJSC)

'Great brands simply make a promise and then keep that promise. You make promises through advertising, promotion & sponsorships. Beyond Philosophy's unique proprietary methodologies help you deliver on your promise ruthlessly & consistently across every consumer touch point.' - Gary Keogh, Marketing Manager, Glenfiddich

'If you have anything to do with customer experience you must read this book. It shows the future! Beyond Philosophy = Thought leadership.' - Darren Cornish, Head of Customer Intelligence, Customer Experience, Axa Insurance

'For the past five years we have successfully focussed on improving our customer experience with the help and guidance of Beyond Philosophy. This book outlines the next steps of the journey.' - Steve Elliott, Managing Director, Morgan Sindall

'A true insight to the future of customer experience. You may not be ready to react to each of these trends today but you need to prepare. This book a great starting point. These trends are the new ways to view the experience from the 'outside in' as opposed to the more common model of 'inside out'. Ignoring customer perceptions and feelings is perilous and it does not appear that this basic principle will change anytime soon.' - Eva Choong, Director Customer Management, British Council

'We all talk about experience being the most important element of marketing, yet it is not often that new and original thinking comes in and excites the world of customer experience. Beyond Philosophy's new book surely reinforces their expertise in this field and invites us to discover the customer once again.' - Lale Saral Develioglu, Chief Marketing Officer, Turkcell

'In the arts, audiences expect to have an emotional experience, which is why they are very loyal to their art form or particular performer. It is clear to me that the commercial world could learn from this. By shining a light on areas such as the emotions and the subconscious this book offers original insights and new perspectives on the future of Customer Experience Management.' - Samir Savant, Director of Development, Royal College of Music

Book Description
Shows the growing trends in customer experience that progressive businesses need to understand and focus on in order to give them competitive advantage in today's difficult marketplace

Although at times I felt like I was reading promotional literature, I found this book both interesting and thought-provoking. As a retailer and a consumer, I am interested in what constitutes the perfect customer experience. My maxim has always been to 'treat others as you would like to be treated' and so far this has worked very well. The thought of manipulating my customers into thinking I am a caring company (regardless of whether I am) therefore feels somewhat cynical and unethical to me. The author's talk about openess and transparancy, but it is a very calculated form of openess they are referring to. "The idea that we can know what is actually happening in a Customer Experience at the really detailed level (anatomically and eventually at the molecular level) is attractive and desirable for a number of reasons..." (P.127) Is it really? Isn't there something exploitative about analysing a person to that degree, in order to get money out of them? We've all watched hypnotists on TV making people do what they want; but would we want that being done to us? Daily? Via the internet or when we are out with our families? Do we want companies infiltrating Social Media (Facebook, etc) with their hidden agenda's buried beneath a veneer of friendliness? As an individual I do not want this, so I cannot implement it within my company.
Regardless of that, it does make fascinating reading - the lengths companies are prepared to go to manipulate their customers shows just how profitable this form of selling can be.
(A question regarding the unappealing cover - are there any men out there who would like to read a business book with a photo of a semi-clad man on the front? No, thought not.)

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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.

business, organization, social media, trust, Shaw, C., Dibeehi, Q., Walden, S., Customer Experience - Future Trends and Insights, Customer Experience, Future Trends, Insights

2010

01.01.2025

BN1492