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Building great customer experiences

Overview of attention for book
Cover of 'Building great customer experiences'

Table of Contents

  1. Altmetric Badge
    Book Overview
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    Chapter 1 The customer experience tsunami
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    Chapter 2 The physical customer experience
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    Chapter 3 The emotional customer experience
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    Chapter 4 The effect of organization, multi-channels and moments of contact on the customer experience
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    Chapter 5 The implications of processes and systems on the customer experience
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    Chapter 6 People: a key differentiator
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    Chapter 7 The massive impact of leadership and culture on the customer experience
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    Chapter 8 The customer experience is the embodiment of the brand
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    Chapter 9 Managing your customer experience: the Customer Experience Pyramid™
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    Chapter 10 Measuring your customer experience
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    Chapter 11 Targeting: driving behaviours that impact your customer experience
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    Chapter 12 Creating your customer experience strategy
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    Chapter 13 The future of customer experience
Attention for Chapter 3: The emotional customer experience
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Readers on

mendeley
8 Mendeley
Summary
You are seeing a free-to-access but limited selection of the activity Altmetric has collected about this research output. Click here to find out more.
Chapter title
The emotional customer experience
Chapter number 3
Book title
Building Great Customer Experiences
Published by
Palgrave Macmillan, London, January 2002
DOI 10.1057/9780230554719_3
Book ISBNs
978-1-4039-3949-4, 978-0-230-55471-9
Authors

Colin Shaw, John Ivens

View on publisher site
Mendeley readers

Mendeley readers

The data shown below were compiled from readership statistics for 8 Mendeley readers of this research output. Click here to see the associated Mendeley record.

Geographical breakdown

Country Count As %
Unknown 8 100%

Demographic breakdown

Readers by professional status Count As %
Student > Ph. D. Student 2 25%
Student > Master 2 25%
Student > Bachelor 2 25%
Unspecified 1 13%
Unknown 1 13%
Readers by discipline Count As %
Engineering 2 25%
Computer Science 2 25%
Unspecified 1 13%
Business, Management and Accounting 1 13%
Social Sciences 1 13%
Other 1 13%

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