TY  - BOOK
AU  - Schmitt, Bernd H
TI  - Customer experience management : : a revolutionary approach to connecting with your customers 
SN  - 9780471237747
U1  - 658.812 SCH 
PY  - 2003///
CY  - New York : 
PB  - John Wiley & Sons, 
KW  - Relationship marketing.
KW  - Customer relations.
KW  - Customer relations -- Management
N1  - Taking the customer seriously--finally --
An overview of the CEM framework --
Analyzing the experiential world of the customer : Carnegie Hall: understanding the concert-going experience ; BP Connect: improving the experience at the pump --
Building the experiential platform : Jamba Juice: a platform of fun and good health ; Cingular Wireless: humanizing the wireless experience --
Designing the brand experience : Citigroup: shaping a unified brand experience ; Prada's "epicenter": challenges of the in-store experience --
Structuring the customer interface : NikePark: a dynamic interface for a performance-driven brand ; Hilton: improving communication and guest focus to enhance the service experience --
Engaging in continuous innovation : Apple computers: returning to its innovation roots ; Amazon.com: small innovations lead to a great online experience --
Delivering a seamlessly integrated customer experience --
Organizing for customer experience management
ER  -