This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how peop

Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, contin