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Revolutionize Your Customer Experience


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Table of Contents

Are You Missing the Gorge? Please Hold Your Call is Important to Us The Guiding Principles The Enablers Sensory Experiences NaIve Orientation Transactional Orientation Enlightened Orientation Natural Orientation NaIve to Natural Self-Assessment Summary Understanding, Action & Embedding Case Study: From the Most Ridiculed to the Most Respected Case Study: Build a Bear Workshop Conclusion

About the Author

COLIN SHAW is a Founding Partner of Beyond Philosophy and a leading expert on the Customer Experience. He is the author, with John Ivens, of the groundbreaking book, Building Great Customer Experiences and has worked with blue chip companies including Mars Ltd., Rank Xerox and BT. Previously he was Director of Customer Experience for one of the world's largest global companies. Colin has delivered keynote speeches on customer experience worldwide and appears frequently in newspapers, television and radio.


'This book naturally builds on the justified success of Beyond Philosophy's first book Building Great Customer Experiences. Examining how organizations are orientated around the Customer Experience, Revolutionize Your Customer Experience proves that Colin Shaw is no longer emerging as the 'guru of the Customer Experience', but that he has now arrived.' - Stephen Brewer, CEO Caribbean Mobile, Cable & Wireless

'Revolutionize Your Customer Experience will impress you with the clarity that the fundamentals and principles of the Customer Experience are explained and discussed. The NaIve to Natural model that is unveiled in this new book will, like the last book, force many organizations to change their paradigm if they are serious about their Customer Experience.' - Barry Herstein, SVP International Marketing & Communications, American Express

'We know from first hand experience of working with Colin Shaw that he truly is the connoisseur of the Customer Experience. Whilst many gurus focused on Customer Service in the last decade, Colin and his team at Beyond Philosophy prepared for the future with forward thinking, revolutionary theory and practice in the Customer Experience marketplace. That future is now. And so is Revolutionize Your Customer Experience.' - Tony Hanway, Vice President Member Services, AOL Europe Operations

'The NaIve to Natural Model is absolutely correct. This has proved to be an invaluable tool in helping us to understand where our company has reached in terms of our Customer Experience. With this knowledge and insight, organizations like ours will be able to create a roadmap and learn the steps needed to Revolutionize our Customer Experience.' - Bob Black, Divisional Managing Director, TNT Express Specialist Services

'New research and best practice will show companies how to find out where they are and how to revolutionize their customer experience' - Keith Clack, Best Business Books, The Bookseller

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