Customer Reviews

Building Great Customer Experiences

5 star:		(7)
4 star:		(1)
3 star:		(1)
2 star:		(0)
1 star:		(1)

 

 

I've started to see lots of commentators, conference speakers and consultants talking about the Customer Experience. But none of them come anywhere near these guys for a holistic and in-depth treatment of the subject. Their book provides the intellectual rigour, as well as advice which is clearly based on practical experience, that is missing from so many Customer Service and Customer Experience books.

It takes a great deal of effort to write any book, even a bad one, so I hate to be excessively critical, but I found very little value in this book. Despite its intriguing title, I don't think anyone will gain from reading this book, unless they are a prospective client of the authors' consulting firm, Beyond Philosophy, and would like a peek at the vendor's approach. (There's no escaping the shadow of the authors' consultancy within these pages. I know consultants write books to get noticed, but this one is more like something you would create just so you could hand it out to clients.)

At its best, this book repeats marketing dogma. More often, though, it simply misses. You can usually count on a book like this for some valuable anecdotes, if nothing else, but even the authors' anecdotes don't always make the intended point (as near as I could tell). It really needs a substantial reorganization, starting with a framework that would help the authors decide what is important and what is trivial, and then a solid edit.

In my opinion, this book is probably not what you're looking for. For example, you'd think that a book about "Building Great Customer Experience" would at least define "customer experience." But no--the authors say that people are usually better off figuring this out for themselves. You'll be much happier, for example, with Lasalle and Britton's (2003) Priceless: Turning Ordinary products into Extraordinary Experiences.

The only book I have come across which tell you not only the "what" but "how" of buiding great Customer Experience.The concept of having a Customer Experience statement is so basic , yet so powerful in getting the whole organization to be aligned towards delivering great Customer experience.The authors take you through step by step process to implement the Customer experience statement. A must read for any organization serious about building great Customer Experience.

A must read for all Customer Service Managers and any one involved with "Customers"
I found this book to be full of useful ideas and look forward to using them on a daily basis. The authors have managed to put ideas down in a clear and concise manner which make it easy to read and understand.
Highly Recommended.

I purchased this book years ago and still continue to find value in several key concepts:

1. The importance of the differences between physical and emotional customer experiences.
2. The definition of a customer experience.
3. Moment mapping (R).
4. Importance of a customer experience statement.

Plus, the authors continue to evolve their thinking, publish additional books, and have demonstrated their commitment and expertise in the subject area on many fronts. I look forward to reading their new book 'Customer Experience Future Trends."Customer Experience: Future Trends and Insights.

A must for any organisation wanting to improve their customers experience. Great practical guide backed by solid research on how to deliver the best experience possible for your customers and retain them for life- forget about customer satisfaction survey's- this is the way to go.

This book helped us see the future of our company in another light. There are countless examples, graphs, and quotes that made it easy to synthesize the information and explain it to others.

I was so taken by the book, that I invited Colin Shaw (the author) to come speak to our management team. He was very down to earth and approachable.

I would highly recommend this book to anyone else looking for a real competitive differentiator.

This book helps tie together all the parts of developing a business plan. Before I read this book, I was struggling with writing a business plan for a new business. The hardest thing for me was putting all the pieces together in a coherant structure. This book provides the missing piece that every business needs to have in order to produce results that are lasting and memoriable. GREAT FOCUSING TOOL!

Excellent !! well worth a look. There are so many "Business" books out there that it is hard to find something that actually works - this one does. It is full of useful information that I am sure will enhance the customer experience when put into practice.

Content was pretty good and fairly consistent with other readings. Lots of examples to show the best practice. Beware that maybe about 1/4 to 1/3 or so of the book's text is in italicized fonts for all of the major points and the many example stories. For me, at least, this was distracted me from the content itself and hard to overcome. I can't imagine what they had in mind by making so much of the text italicized.