ESCP Europe

Item type

Book

Language

English

Publication year

2007

ISBN

978-0-230-50000-6

Note

• Figures, tables

In this book, the author demonstrates why building a great Customer Experience is important to a company. He has undertaken more than 18 months of groundbreaking research to discovering 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 : the four clusters of emotions that increase customers' short term spend and drive and destroy customer loyalty ; how to prove that improving the customer experience provides considerable financial returns ; how to evoke these emotions in the customers ; how these emotions affect the "Net Promoter" score and how to use them to improve it ; why every organization has an Emotional Signature...