The DNA of Customer Experience

How Emotions Drive Value

  • Authors
  • Colin Shaw

Table of contents

  1. Front Matter
    Pages i-xx
  2. Colin Shaw
    Pages 17-32
  3. Colin Shaw
    Pages 42-66
  4. Colin Shaw
    Pages 67-85
  5. Colin Shaw
    Pages 86-104
  6. Colin Shaw
    Pages 105-119
  7. Colin Shaw
    Pages 135-145
  8. Colin Shaw
    Pages 146-156
  9. Colin Shaw
    Pages 157-160
  10. Back Matter
    Pages 161-166

About this book


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 discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.


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Bibliographic information

Industry Sectors
Chemical Manufacturing
Finance, Business & Banking
Consumer Packaged Goods