In this book, a leading management guru uses new research to explore the critical role of emotions in forming and sustaining the customer experience--and shows how this is crucial for profitability an
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may u
Consumers are unreasonable – but they're not stupid. We all like to think we make rational choices. But thirty years' of research has shown that what we actually do is make instinctive, 'gut' choices
This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences--something far too many companies neglect. The authors show tha
In 2014, the contemporary painter George Shaw (b. 1966) began a two-year post as associate artist in the National Gallery, London. This book documents his experiences there, as well as the work he pro
Against a backdrop of great change in technology and the economics of broadcasting and new media, this timely survey of contemporary attitudes to accountability and the public interest in broadcasting
We are living in historic times. Competition is becoming increasingly fierce and customers are much more demanding. To stay ahead of the competition it is imperative to understand the emerging trends
Endometriosis affects women in the reproductive years, is associated with pelvic pain and infertility, and - although not life threatening - can seriously impair health, with huge economic and social