Customer Experience: Future Trends and Insights

✍ Scribed by Colin Shaw, Qaalfa Dibeehi, Steven Walden

• Publisher: Palgrave Macmillan
• Year: 2010
• Tongue: English
• Leaves: 218
• Edition: 1
• Category: Library

✦ Synopsis

The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage.

✦ Table of Contents

Cover......Page 1
Contents......Page 8
List of figures and tables......Page 10
Foreword by Hanne B. Sorensen......Page 12
Acknowledgements......Page 14
About the authors......Page 16
1 Reflections of the authors, Colin, Qaalfa and Steven …......Page 20
2 Experience psychology: the new field and the end of the marketing Four Ps......Page 28
3 Experience psychology research......Page 50
4 Community marketing......Page 74
5 Social media: the birth of a new channel to market......Page 87
6 The human social media experience......Page 107
7 What drives or destroys a social media experience......Page 122
8 The brain’s experience – opening the black box......Page 146
9 A neuroexperience safari – approaching the tipping point......Page 163
10 The black box in action......Page 180
11 And so in summary…......Page 198
References......Page 206
Index......Page 208