| 000 -LEADER |
|---|
| fixed length control field |
01471nam a22002537a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
180215b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781403939494 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780333990131 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 SHA |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Shaw, Colin |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Building great customer experiences / |
| Statement of responsibility, etc. |
Colin Shaw; John Ivens |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
Palgrave, |
| Date of publication, distribution, etc. |
2002. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xvi, 224 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. The customer experience tsunami --<br/>2. The physical customer experience --<br/>3. The emotional customer experience --<br/>4. The effect of organization, multi-channels and moments of contact on the customer experience --<br/>5. The implications of processes and systems on the customer experience --<br/>6. People: a key differentiator --<br/>7. The massive impact of leadership and culture on the customer experience --<br/>8. The customer experience is the embodiment of the brand --<br/>9. Managing your customer experience: the Customer Experience Pyramid --<br/>10. Measuring your customer experience --<br/>11. Targeting: driving behaviours that impact your customer experience --<br/>12. Creating your customer experience strategy --<br/>13. The future of customer experience. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Consumer satisfaction. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Experience. |
| 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 |
Consommateurs -- Satisfaction. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Consommateurs -- Attitudes. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ivens, John |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
