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The DNA of Customer Experience: How Emotions Drive Value
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The DNA of Customer Experience: How Emotions Drive Value

3.77  ·  Rating Details  ·  22 Ratings  ·  2 Reviews
Show me the money! This is the frantic cry of the "old guard" of senior executives as they desperately struggle to deal with commoditizing markets, the loss of their differentiator and the inevitable impact on profitability.

At the same time the new breed of enlightened, customer-focused executives knowingly smile, seeing the answer is simple: focus on the customer rather
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Hardcover, 288 pages
Published June 15th 2007 by Palgrave Macmillan (first published May 10th 2007)
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Theodore Kinni
Jan 20, 2016 Theodore Kinni rated it it was ok
Shelves: owned
The book spends almost as much time promoting the author's consulting firm as it does breaking down the emotional components of the customer experience.
Henri Hämäläinen
Nov 09, 2011 Henri Hämäläinen rated it it was amazing
I really recommend this book to everyone. This book is the key on understanding why some services or products just feel better than others. Even you wouldn't be directly involved in dealing with customers, you should read it. This is such an important book to understand what customer experience is all about.

Read my full review here
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