The DNA of customer experience

The DNA of customer experience: how emotions drive value
Shaw, Colin
2007
London, Palgrave Macmillan. 166 p.
Resumen: 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.
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