Today's consumers demand not only services and products that are of the highest quality,
but also positive, memorable experiences. This essential guide shows how organizations …

Connecting emotionally with customers requires an organization to create a cohesive,
authentic and sensory-stimulating total customer experience that resonates, pleases …

Our research stemmed from our frustration that companies we worked with knew customers'
emotions were important but couldn't figure out a consistent way to define them, connect with …

In the search for profitable organic growth, more and more companies are making major
investments in optimizing the end-to-end customer experience–every aspect of how …

Abstract'I think 'exceeds expectations' is the most pitiful pair of words uttered in the English
language. Our aspirations are too low. Think Cirque de Soleil, not Siegfried and Roy. Aim to …

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at
Beyond Philosophy have undertaken more than 18 months of groundbreaking research to …

The McKinsey Quarterly 2006 Number 1 64 or skeptical people into strong and committed
brand followers. That spark and the emotionally driven behavior that creates it explain how …

A number of organizations are starting to systematically apply customer experience
management principles to strengthen customer preference and improve business outcomes …

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 HAVE LONG EMPHASIZED TOUCHPOINTS—the many critical moments
when customers interact with the organization and its offerings on their way to purchase and …