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Title: Building Great Customer Experiences by Colin Shaw, John Ivens ISBN: 0-333-99013-7 Publisher: Palgrave Macmillan Pub. Date: 06 September, 2002 Format: Hardcover Volumes: 1 List Price(USD): $31.95 |
Average Customer Rating: 4 (4 reviews)
Rating: 5
Summary: Thought Leading
Comment: I've started to see lots of commentators, conference speakers and consultants talking about the Customer Experience. But none of them come anywhere near these guys for a holistic and in-depth treatment of the subject. Their book provides the intellectual rigour, as well as advice which is clearly based on practical experience, that is missing from so many Customer Service and Customer Experience books.
Rating: 5
Summary: Building Great Customer Experiences
Comment: A must read for all Customer Service Managers and any one involved with "Customers"
I found this book to be full of useful ideas and look forward to using them on a daily basis. The authors have managed to put ideas down in a clear and concise manner which make it easy to read and understand.
Highly Recommended.
Rating: 1
Summary: Not insightful and not well-written
Comment: It takes a great deal of effort to write any book, even a bad one, so I hate to be excessively critical, but I found very little value in this book. Despite its intriguing title, I don't think anyone will gain from reading this book, unless they are a prospective client of the authors' consulting firm, Beyond Philosophy, and would like a peek at the vendor's approach. (There's no escaping the shadow of the authors' consultancy within these pages. I know consultants write books to get noticed, but this one is more like something you would create just so you could hand it out to clients.)
At its best, this book repeats marketing dogma. More often, though, it simply misses. You can usually count on a book like this for some valuable anecdotes, if nothing else, but even the authors' anecdotes don't always make the intended point (as near as I could tell). It really needs a substantial reorganization, starting with a framework that would help the authors decide what is important and what is trivial, and then a solid edit.
In my opinion, this book is probably not what you're looking for. For example, you'd think that a book about "Building Great Customer Experience" would at least define "customer experience." But no--the authors say that people are usually better off figuring this out for themselves. You'll be much happier, for example, with Lasalle and Britton's (2003) Priceless: Turning Ordinary products into Extraordinary Experiences.
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Title: Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers by Bernd H. Schmitt, Bernd Schmitt ISBN: 0471237744 Publisher: John Wiley & Sons Pub. Date: 31 January, 2003 List Price(USD): $27.95 |
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Title: Managing the Customer Experience: Turning Customers into Advocates by Forum, Joe Wheeler, Shaun Smith ISBN: 0273661957 Publisher: Financial Times Prentice Hall Pub. Date: 29 October, 2002 List Price(USD): $24.00 |
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Title: The Experience! How to Wow Your Customers and Create a Passionate Workplace by Lior Arussy ISBN: 1578203066 Publisher: CMP Books Pub. Date: November, 2002 List Price(USD): $19.95 |
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Title: How Customers Think: Essential Insights into the Mind of the Market by Gerald Zaltman ISBN: 1578518261 Publisher: Harvard Business School Press Pub. Date: 21 February, 2003 List Price(USD): $29.95 |
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Title: Priceless: Turning Ordinary Products into Extraordinary Experiences by Diana Lasalle, Terry A. Britton ISBN: 157851746X Publisher: Harvard Business School Press Pub. Date: 04 December, 2002 List Price(USD): $27.50 |
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