Building Great Customer Experiences

In their book Building Great Customer Experiences, Colin Shaw & John Ivens define “Customer Experience” as a blend of a company’s physical performance and the emotions evoked, intuitively measured against Customer expectations across all moments of contact.

The book takes an holistic view of the whole subject of Customer Experience and looks and what causes a good and bad Customer Experience. It reveals seven philosophies for building great customer experiences and provides some very practical ideas on how to improve the overall customer experience.


The Seven Philosophies to Build Great Customer Experiences ™

  1. A source of long-term competitive advantage.
  2. Created by consistently exceeding Customers physical and emotional expectations.
  3. Differentiated by focussing on stimulating planned emotions.
  4. Enabled through inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled.
  5. Designed “outside in” rather than “inside out”.
  6. Revenue generating and can significantly reduce costs.
  7. The embodiment of the brand.

More info available online at www.beyondphilosophy.com/.

OSDIA Members can also borrow this book from the OSDIA Office.  Contact Irwin at 519-376-9225 or irwin@downtownowensound.ca for more details.

Share on Facebook
News Highlights
  • Volunteers Needed!

    Are you a person who is generous with your spare time?  Do you like being part of a successful event?  Are you a supporter of Downtown Owen Sound?  Then consider volunteering at the 26th Annual Hottest Yard Sale Under the Sun Saturday, July 5th.  We are in need of volunteers for performer merchandise, performer Green […]

  • New OSDIA Board Members Appointed

    Two new  Board Members have been appointed to the OSDIA Board of Management effective immediately, Patti Smith and Louise Nichol. Patti Smith is the proprietor of Show Offs Home Stuff on 2nd Avenue East in the 900 Block.  Patti shares the space with the Bleeding Carrot, owned by husband Jim Ansell.  Both building and business […]

  • 2014 Executive Officers Elected

    The 2014 OSDIA Executive Officers were elected at the February 20th OSDIA Board of Management Meeting: Chair – Maryann Thomas, Ginger Press Vice Chair – Colleen Purdon, City Councilor Treasurer – Dave Parsons, Parsons Foto Source Terms will run until February 2015.   There are also three Board vacancies.  These terms also run to February 2015.  […]

  • 2013 Annual General Meeting

    Plans have now been confirmed for the 2013 OSDIA Annual General Meeting. The AGM will be held March 11th, 2014 at the OSDIA offices at 854 2nd Ave. East Owen Sound. The event will start with a social from 6:00 pm to 6:30 pm. The OSDIA business meeting will start at 6:30 and go no […]

Members Section
Weather
July 22, 2014, 11:25 pm
Mostly cloudy
Mostly cloudy
24°C
Forecast July 22, 2014
day
Sunny
Sunny
28°C
night
Mostly cloudy with thunderstorms
16°C
Forecast July 23, 2014
day
Mostly cloudy
Mostly cloudy
19°C
Forecast July 24, 2014
day
Mostly sunny
Mostly sunny
21°C