The Intuitive Customer

7 Imperatives For Moving Your Customer Experience to the Next Level

Authors: Shaw, Colin, Hamilton, Ryan, Hamilton, Ryan

  • Hottest topic in popular psychology: meets the business application where it will have the biggest impact
  • Unique author experience: Lead author's standing in practical application of customer experience blended with coauthors rigorous academic credibility
  • Strong sales record: track record of successful books
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eBook $24.99
price for USA (gross)
  • ISBN 978-1-137-53430-9
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $35.00
price for USA
  • ISBN 978-1-137-53428-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.

About the authors

Colin Shaw, Founder & CEO, Beyond Philosophy. A pioneer in the field of Customer Experience, Colin has written four best-selling books on the subject. Colin's background is in operational line management. He has held many senior exec positions in corporate life before founding Beyond Philosophy in 2002. Under Colin's leadership Beyond Philosophy have helped many of the world's most prestigious organizations improve their Customer Experience including American Express, FedEx, IBM and Caterpillar. One client, Maersk Line, the world's largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy's methodology.

Ryan Hamilton, Professor of Marketing at Emory University's Goizueta Business School, Atlanta, Georgia. Ryan is an award-winning teacher and researcher in the field of consumer psychology. In 2011 was named one of 'The World's Best 40 B-School Profs Under the Age of 40'. His research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His research and teaching are focused on identifying some of the surprising ways firms can use psychology to better understand and serve their customers.

Table of contents (11 chapters)

  • Moving Your Customer Experience to the Next Level Requires New Thinking

    Shaw, Colin (et al.)

    Pages 1-16

  • Imperative 1: Recognize that Customers Decide Emotionally and Justify Rationally

    Shaw, Colin (et al.)

    Pages 17-33

  • Imperative 2: Embrace the All-Encompassing Nature of Customers’ Irrationality

    Shaw, Colin (et al.)

    Pages 35-48

  • Imperative 3: Understand that Customers’ Minds Can Be in Conflict with Themselves

    Shaw, Colin (et al.)

    Pages 49-69

  • Imperative 3(Continued): Understand that Customers’ Minds Can Be in Conflict with Themselves

    Shaw, Colin (et al.)

    Pages 71-83

Buy this book

eBook $24.99
price for USA (gross)
  • ISBN 978-1-137-53430-9
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $35.00
price for USA
  • ISBN 978-1-137-53428-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
The Intuitive Customer
Book Subtitle
7 Imperatives For Moving Your Customer Experience to the Next Level
Authors
Copyright
2016
Publisher
Palgrave Macmillan UK
Copyright Holder
The Editor(s) (if applicable) and The Author(s)
eBook ISBN
978-1-137-53430-9
DOI
10.1057/978-1-137-53430-9
Hardcover ISBN
978-1-137-53428-6
Edition Number
1
Number of Pages
XIX, 216
Number of Illustrations and Tables
23 b/w illustrations
Topics