| 000 -LEADER |
|---|
| fixed length control field |
01602nam a22001937a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
170915b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780471237747 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 SCH |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Schmitt, Bernd H |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Customer experience management : |
| Remainder of title |
a revolutionary approach to connecting with your customers / |
| Statement of responsibility, etc. |
Bernd H. Schmitt |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
John Wiley & Sons, |
| Date of publication, distribution, etc. |
©2003. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiv, 242 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Taking the customer seriously--finally --<br/>An overview of the CEM framework --<br/>Analyzing the experiential world of the customer : Carnegie Hall: understanding the concert-going experience ; BP Connect: improving the experience at the pump --<br/>Building the experiential platform : Jamba Juice: a platform of fun and good health ; Cingular Wireless: humanizing the wireless experience --<br/>Designing the brand experience : Citigroup: shaping a unified brand experience ; Prada's "epicenter": challenges of the in-store experience --<br/>Structuring the customer interface : NikePark: a dynamic interface for a performance-driven brand ; Hilton: improving communication and guest focus to enhance the service experience --<br/>Engaging in continuous innovation : Apple computers: returning to its innovation roots ; Amazon.com: small innovations lead to a great online experience --<br/>Delivering a seamlessly integrated customer experience --<br/>Organizing for customer experience management. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Relationship marketing. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations -- Management. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
