Business & Economics Books:

Building Great Customer Experiences


Paperback / softback

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Building Great Customer Experiences by Colin Shaw
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This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations.

Author Biography

COLIN SHAW is a Founding Partner of Beyond Philosophy, a consultancy company focused upon the customer experience and was formerly Director of Client Experience at BT with overall responsibility for the concept of corporate customer relations in a global context. He has previously worked for Xerox and Mars and is a regular speaker at conferences and in the media on Customer Experience and Emotional Intelligence. JOHN IVENS is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT with responsibility for defining the Customer Experience for B
Release date NZ
September 13th, 2002
Country of Publication
United States
2nd Revised edition
XVI, 224 p.
Palgrave Macmillan
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