Building Great Customer Experiences

ISBN-10: 1403939497

ISBN-13: 9781403939494

Edition: 2nd 2002 (Revised)

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Description:

With the use of compelling examples and case studies, the author in this text examines building and delivering customer satisfaction and so ensuring customer loyalty.
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Book details

List price: $39.00
Edition: 2nd
Copyright year: 2002
Publisher: Palgrave Macmillan
Publication date: 9/13/2002
Binding: Paperback
Pages: 224
Size: 5.50" wide x 9.50" long x 0.50" tall
Weight: 0.748

Colin Don Shaw is a former broadcasting executive with the BBC and the Independent Broadcasting Authority and is a visiting scholar at Duke University, North Carolina

The Physical Customer Experience
The Emotional Customer Experience
The Effect of Organization, Multi-Channels and Moments of Contact on the Customer Experience
The Implications of Processes and Systems on the Customer Experience
People: A Key Differentiator
The Massive Impact of Leadership and Culture on the Customer Experience
The Customer Experience is the Embodiment of the Brand
Managing the Customer Experience: The Customer Experience Pyramid
Measuring Your Customer Experience
Targeting: Driving Behaviours That Impact Your Customer Experience
Creating Your Customer Experience Strategy
The Future of Customer Experience
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