Unlocking the Hidden Customer Experience

Colin Shaw’s new eBook, “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” explores both the philosophy behind great Customer Experience and the best (and worst) real-world examples of them. As the founder and CEO of Beyond Philosophy and author of four best-selling books on Customer Experience, Shaw uses his expertise to point out where today’s companies are using their Customer Experience to foster an environment conducive to Customer loyalty and retention—and where they aren’t.

Many companies understand that having an excellent Customer Experience is the next great competitive differentiator for organizations. Fewer of them, however, understand the importance of creating a deliberate emotional and psychological experience that sends the right signals to meet Customer’s expectations. Companies must decide whether they want to delve into the emotions of their current experience and finesse them to evoke a deliberate response or be content with whatever happens by accident.

Shaw’s book explains in detail what it takes to evoke the proper emotions from your Customer Experience at both a conscious and subconscious level. In each of his four sections, he illustrates his ideas with short story examples from recent headlines to give these concepts life. With his natural storytelling style and focus on practicality, his eBook is designed to help organizations take their Customer Experience to the next level. In other words, Shaw takes his readers “beyond the philosophy” and into the action of designing and implementing world-class Customer Experiences.