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TitleCustomer experience : future trends and insights
Author Colin Shaw, Qaalfa Dibeehi, Steven Walden
Imprint New York : Palgrave Macmillan, 2010
Descript xvii, 199 p. : ill. ; 24 cm

SUMMARY

We are living in historic times. Competition is becoming increasing fierce and Customers are much more demanding. To stay ahead of the competition it is imperative to understand the emerging trends that can help you improve your Customer Experience.
There is no question that a key competitive weapon is understanding your Customers better and deeper than your competitors. Achieving this requires the ability to understand Customers at an emotional and psychological level. This is an entirely different approach to creating an effective Customer Experience. In layman’s language, we will share how you can use Experience Psychology to further enhance your Customer Experience.
Following many hours of research, discussions on innovation with industry analysts, and stimulating debates with forward thinking clients, Beyond Philosophy, the world thought leaders in Customer Experience, reveal three major trends in the Customer Experience. -- From front flap


CONTENT

Reflections of the authors, Colin, Qaalfa and Steven -- Experience psychology: the new field and the end of the marketing four Ps -- Experience psychology research -- Community marketing -- Social media: the birth of new channel to market -- The human social media experience -- What drives or destroys a social media experience -- The brain's experience-opening the black box -- A neuroexperience safari-approaching the tipping point -- The black box in action -- And so in summary


Customer relations -- Management Social media Internet marketing Marketing -- Management Customer relations -- Management Consumer satisfaction Consumer behavior Neurosciences

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