The DNA of Customer Experience: How Emotions Drive Value

The DNA of Customer Experience: How Emotions Drive Value

by C. Shaw

186 pages· 2007· ISBN 9780230500006
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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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