Building great customer experiences / Colin Shaw; John Ivens
By: Shaw, Colin
Contributor(s): Ivens, John
Material type:
TextLanguage: English Publisher: New York : Palgrave, 2002Description: xvi, 224 p. : ill. ; 24 cmISBN: 9781403939494; 9780333990131Subject(s): Customer services | Consumer satisfaction | Experience | Customer relations | Consommateurs -- Satisfaction | Consommateurs -- AttitudesDDC classification: 658.812 SHA | Item type | Current location | Call number | Status | Date due | Barcode |
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Books
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WeSchool, Bangalore | 658.812 SHA (Browse shelf) | Available | B013900 |
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.
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