In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with ... » 

In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience. MARKET 1: All people in companies and organizations with a customer facing role, particularly those in Marketing, Sales, Customer Service, Corporate Communications, PR, Strategy, Operations, Call Centres and Human Resource Management; Management Consultants, particularly those in Marketing, Sales, PR, Corporate Reputation, Corporate Communications, Strategy and Human Resource Management; Executive MBA and similar courses especially in Marketing, Sales Management, PR, Strategy and Human Resource Management MARKET 2: Lecturers, Researchers and Libraries in Universities and Business and Management Schools, particularly in Marketing, Sales Management, PR, Strategy and Human Resource Management; Corporate Libraries. «