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    The intuitive customer : 7 imperatives for moving your customer experience to the next level / Colin Shaw, Ryan Hamilton.

    By: Shaw, Colin, 1958- [author.]Contributor(s): Hamilton, Ryan Parker [author.]Material type: TextTextPublisher: London : Palgrave Macmillan, [2016]Copyright date: ©2016Description: xix, 216 pages : illustrations ; 22 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9781137534286; 1137534281; 1349576069; 9781349576067Subject(s): Customer relations -- Management | Consumer satisfaction | Consumer behavior | Customer loyalty | Marketing | Consumer behavior | Consumer satisfaction | Customer loyalty | Customer relations -- Management | MarketingLOC classification: HF5415.5 | .S52 2016
    Contents:
    Moving your customer experience to the next level requires new thinking -- Imperatives: Recognize the customers decide emotionally and justify rationally ; Embrace the all-encompassing nature of customers' irrationality ; Understand that customers' minds can be in conflict with themselves ; Commit yourself to understanding and predicting customer habits and behaviors ; Uncover the hidden causes and unintended consequences of customers wanting things to be easy ; Accept that apparently irrelevant aspects of your customer experience are sometimes the most important aspects ; Realize the only way to build customer loyalty is through customer memories -- How to move to the next level of customer experience -- Customer experience is a journey, not a destination.
    Summary: "Shaw and Hamilton present accessible concepts that innovative organizations are using today to propel their customer experience strategies to the next level. They also share their proven methodologies and discuss how leading organizations have deployed these tools to great effect-and seen dramatic increases in loyalty score and ROI [Return on Investment] as a result."--From publisher description.
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    Includes bibliographical references and index.

    Moving your customer experience to the next level requires new thinking -- Imperatives: Recognize the customers decide emotionally and justify rationally ; Embrace the all-encompassing nature of customers' irrationality ; Understand that customers' minds can be in conflict with themselves ; Commit yourself to understanding and predicting customer habits and behaviors ; Uncover the hidden causes and unintended consequences of customers wanting things to be easy ; Accept that apparently irrelevant aspects of your customer experience are sometimes the most important aspects ; Realize the only way to build customer loyalty is through customer memories -- How to move to the next level of customer experience -- Customer experience is a journey, not a destination.

    "Shaw and Hamilton present accessible concepts that innovative organizations are using today to propel their customer experience strategies to the next level. They also share their proven methodologies and discuss how leading organizations have deployed these tools to great effect-and seen dramatic increases in loyalty score and ROI [Return on Investment] as a result."--From publisher description.

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