BUILDING GREAT CUSTOMER EXPERIENCES SHAW C., INVENS J Księgarnia

Building Great Customer Experiences is by the fresh and exciting team of Colin Shaw and John Ivens, who are being called the gurus of the customer experience. It examines the new and emerging area of the customer experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs.

Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and which are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver great customer experiences.

The book captures the thoughts and views of over 20 senior business leaders on the customer experience, including:

- Andrew Roife, Chairman and Chief Executive, Pret-a-Manger

- Barry Herstein, Chief Marketing Officer, Financial Times Group

- lan McAllister, Former Chairman & Managing Director, Ford UK

- Mike Ashton, Senior Vice President of Marketing Worldwide, Hilton International Hotels

- David Mead, Chief Operating Officer, First Direct

- Robin Terrell, Managing Director, Amazon.co.uk

It explores why they now see the customer experience as a sustainable differentiator. With the use of compelling examples and cases the authors show that building great customer experiences is critical for all companies and organisations.

John Ivens and Colin Shaw are the Founding Partners of Beyond Philosophy, the leading consultancy specialising in the customer experience. Based in the UK and America, the company helps clients to develop their customer experience strategies and then, critically, also assists them in implementing those strategies.

Both have led many customer experience strategy sessions with boards of companies, helping them recognise the strategic importance of the customer experience. They have also undertaken many customer experience implementations, helping clients to actually realise the benefits of engaging emotionally with their customers.

Colin and John draw on their unique experience of both having had senior level careers which have spanned sales, marketing, customer service and training, allowing them to take a holistic approach to the customer experience and their clients' requirements.

Colin was the Director of Customer Experience at one of the UK's largest companies and John previously held senior strategic and operational positions in a number of blue chip companies in financial services, utilities and telecommunications.

224 pages

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