This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations. Senior Executives in a range of functions including Marketing, Strategy, Sales, Operations, Customer Services, Corporate Communications, Brand Management, Human Resource Management, etc; All Management staff with a customer facing role; Management Consultants; Supplementary reading on a range of undergraduate and postgraduate courses, including MBA, especially programmes in Marketing, Strategy, Sales, Corporate Communications, Brand Management, etc; Lecturers, Researchers and Libraries in Universities, Business and Management Schools, especially in Marketing,

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.

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.

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organizations.

"There are not many people who understand the new paradigm of the Customer Experience. The emerging gurus on the subject are Colin Shaw and John Ivens with their holistic approach. We will all have to embrace the paradigm they are unlocking and focus on our Customer Experience if we are to be successful in the future. At Microsoft we understand the importance of this and are committing ourselves to this new world."

Steve Harvey, Director of People, Profits & Loyalty, Microsoft

"Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily – working in companies which have been established for some time and who are faced with legacy systems, legacy processes, legacy people, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver Great Customer Experiences. Shaw and Ivens are the gurus of the Customer Experience. Whilst we have all recognised the importance of service in the past, their book moves business thinking on apace. It is about more than just customer service, it is about the whole Customer Experience. Their 7 Philosophies for Building Great Customer Experiences explicitly outline the building blocks that are the foundation of good business."

Liam Lambert, Director & General Manager, Mandarin Oriental Hyde Park, London

"John and Colin’s innovative approach deserves applause - their thought leading book is at the cutting edge. Their 7 Philosophies for Building Great Customer Experiences underpin Hilton’s own philosophy on how to delight our customers. My endorsement reflects the importance I personally place on the Customer Experience".

Mike Ashton, Senior Vice President, Hilton International Hotels

"This book hits the strikezone of how marketers, and organizations overall, need to be thinking to win today. It's a clear roadmap for building a high performance organization crystallized around the customer. Importantly, Shaw and Ivens recognize that emotions are at the core of all relationships -- it's no different with customers than our family & friends -- and truly engaging and successful brands."

Barry Herstein, Chief Marketing Officer, Financial Times Group, New York

"The Customer Experience will be a critical differentiator in today's commoditising economy. Colin and John's thought provoking book is essential reading for anyone wishing to create engaging and memorable Customer Experiences. This simple and readable book is littered with the views and thoughts of senior business leaders on the Customer Experience. It not only explains the theory of the Customer Experience but also provides practical advice and insights on how you can begin building and delivering Great Customer Experiences".

Peter Scott, Customer Service Director, T-Mobile

This practical and inspirational guide is for all who feel excited yet daunted at the prospect of taking on a leadership role, whether it be first-time leaders, or those taking on bigger, more demanding roles. This user-friendly companion will build confidence and increase competence. It focuses on identifying and strengthening core skills and gifts, including: * building your supporter base * living with your wobbles * enjoying stepping into the unknown * being willing to take responsibility * motivating others * making decisions well * sitting lightly to uncertainty * knowing how to handle conflict. Ideal if you are starting out on a new career or climbing the ladder, The Emerging Leader combines down-to-earth practical advice with timeless insights and wisdom.

Candidate Handbook, 3rd edition Written in line with the revised QCF Framework to provide comprehensive support for the new Health and Social Care Level 2 qualification. Written by best-selling author Yvonne Nolan. Covers the mandatory and most popular optional units for all pathways through the new Diploma to ensure candidates have everything they need to help them through this transition. Personalisation integrated throughout, to help candidates put the citizen at the heart of care. Packed with real-life scenarios and case studies which put work in context for the candidate. Assessment guidance features offer advice on how to prepare for assessment, and how candidates can achieve their best. Highly illustrated units and varied activities mean that candidates are kept engaged and can access the information they need quickly.

The recent history of broadcasting on both sides of the Atlantic, characterized by a great increase in the number of services on offer to the public, has been brought about by technological advances and economic pressures. This has inevitably affected traditional forms of content regulation. The book explores the moral basis and history of such regulation as it has until now been applied to major issues of taste and decency. These include the protection of children, obscenity and bad language, offences against religious sensibility, `reality' television, and stereotyping. What Should We Watch? considers the different constraints (in the law, cultural customs, and self-regulation) affecting broadcasters in the two societies and the means by which they have responded to them. The book describes, with examples, the operations of compliance regulations and standard controls. It also looks at the impact of the First Amendment on American broadcasting in this area. It looks at the arguments for the practicality of maintaining appropriate forms of restraint into the future. What Should We Watch? poses the question of how divided and diverse societies decide what is permissible to broadcast and how the issue might continue to evolve in the future.

The recent history of broadcasting on both sides of the Atlantic, characterized by a great increase in the number of services on offer to the public, has been brought about by technological advances and economic pressures. This has inevitably affected traditional forms of content regulation. The book explores the moral basis and history of such regulation as it has until now been applied to major issues of taste and decency. These include the protection of children, obscenity and bad language, offences against religious sensibility, `reality' television, and stereotyping. Deciding What we Watch? considers the different constraints (in the law, cultural customs, and self-regulation) affecting broadcasters in the two societies and the means by which they have responded to them. The book describes, with examples, the operations of compliance regulations and standard controls. It also looks at the impact of the First Amendment on American broadcasting in this area. It looks at the arguments for the practicality of maintaining appropriate forms of restraint into the future. Deciding What we Watch? poses the question of how divided and diverse societies decide what is permissible to broadcast and how the issue might continue to evolve in the future.