The DNA of Customer Experience: How Emotions Drive Value

Colin N. Shaw

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Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

Abstract

Moving from a religion to a financial imperative The DNA of a Customer The importance of the pre & post customer experience The Destroying cluster The Attention cluster The Recommendation cluster The Advocacy cluster The link to financial performance via Net Promoter How to get things done Show me the money - TNT Case Study Some good advice

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2017The moderating role of context in the effects of choice attributes on hotel choice: A discrete choice experiment 2014The Customer Experience Framework as Baseline for Strategy and Implementation in Services Marketing 2019A holistic view of the service experience at coffee franchises: A cross-cultural study 2015Customer retention: A source of value for serial acquirers 2015Understanding Customer Experience Management in Retailing 2008Chronicles of 'customer experience': the downfall of Lewis's foretold 2021Psychological comfort in service relationships: A mixed-method approach 2017Secondary but significant: secondary customers’ existence, vulnerability and needs in care services

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