Shaw, Colin
Building great customer experiences / Colin Shaw; John Ivens - New York : Palgrave, 2002. - xvi, 224 p. : ill. ; 24 cm.
1. The customer experience tsunami --
2. The physical customer experience --
3. The emotional customer experience --
4. The effect of organization, multi-channels and moments of contact on the customer experience --
5. The implications of processes and systems on the customer experience --
6. People: a key differentiator --
7. The massive impact of leadership and culture on the customer experience --
8. The customer experience is the embodiment of the brand --
9. Managing your customer experience: the Customer Experience Pyramid --
10. Measuring your customer experience --
11. Targeting: driving behaviours that impact your customer experience --
12. Creating your customer experience strategy --
13. The future of customer experience.
9781403939494 9780333990131
Customer services.
Consumer satisfaction.
Experience.
Customer relations.
Consommateurs -- Satisfaction.
Consommateurs -- Attitudes.
658.812 SHA
Building great customer experiences / Colin Shaw; John Ivens - New York : Palgrave, 2002. - xvi, 224 p. : ill. ; 24 cm.
1. The customer experience tsunami --
2. The physical customer experience --
3. The emotional customer experience --
4. The effect of organization, multi-channels and moments of contact on the customer experience --
5. The implications of processes and systems on the customer experience --
6. People: a key differentiator --
7. The massive impact of leadership and culture on the customer experience --
8. The customer experience is the embodiment of the brand --
9. Managing your customer experience: the Customer Experience Pyramid --
10. Measuring your customer experience --
11. Targeting: driving behaviours that impact your customer experience --
12. Creating your customer experience strategy --
13. The future of customer experience.
9781403939494 9780333990131
Customer services.
Consumer satisfaction.
Experience.
Customer relations.
Consommateurs -- Satisfaction.
Consommateurs -- Attitudes.
658.812 SHA
