IDM Masterclass - The DNA of Customer Experience led by Colin Shaw

IDM Masterclass - The DNA of Customer Experience led by Colin Shaw - Event details   06/10/2008 - 06/10/2008 BROWN'S COURTROOMS, London, UNITED KINGDOM   Description As a leading author, speaker, commentator and practitioner Colin Shaw is recognised as one of the world's thought leaders on customer experience having consulted for over 40 blue-chip companies around the world. Colin has developed a range of unique customer experience solutions utilising a wide range of new tools and techniques, including his latest book The DNA of Customer Experience:How Emotions Drive Value. We are delighted that Colin will be delivering this exclusive Masterclass for the IDM where he will give fresh insights, ideas and inspiration to take into your own customer processes. Masterclass Programme at a glance: - The current and future customer experience marketplace: who's in it, who's getting it right and who's getting it wrong? - How well is your organisation orientated around your customers? - The DNA of customer experience: how emotion drives or destroys value in your business (based on two years' research in the USA and UK). - Emotional signatures: presenting a practical framework for measuring and improving customer experience including how to raise your Net Promotion Source (NPS) and gain long-term competitive advantage. - Clusters of emotion: how to focus marketing resources on the key profitable areas for action. - Moment mapping: how to consistently expect customers’ physical and emotional expectation at each moment of contact. Category Computer & IT Media & Advertising More details (event webpage):  www.theidm.com Apply for event:  Event language:  English Contact info: IDM   Phone: +44 (0)20 8614 0277 Fax: Email: enquiries@theidm.com

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