Overview
- 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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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.
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Keywords
Table of contents (11 chapters)
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Front Matter
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Back Matter
Authors and Affiliations
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.
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.
Bibliographic Information
Book Title: The Intuitive Customer
Book Subtitle: 7 Imperatives For Moving Your Customer Experience to the Next Level
Authors: Colin Shaw, Ryan Hamilton
DOI: https://doi.org/10.1057/978-1-137-53430-9
Publisher: Palgrave Macmillan London
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s) 2016
Hardcover ISBN: 978-1-137-53428-6Published: 20 August 2016
eBook ISBN: 978-1-137-53430-9Published: 20 August 2016
Edition Number: 1
Number of Pages: XIX, 216
Number of Illustrations: 23 b/w illustrations
Topics: Marketing, Organization, Organizational Studies, Economic Sociology, Business Strategy/Leadership, Development Economics, Market Research/Competitive Intelligence