TY  - BOOK
AU  - Shaw, Colin
AU  - Ivens, John
TI  - Building great customer experiences
SN  - 9781403939494
U1  - 658.812 SHA 
PY  - 2002///
CY  - New York : 
PB  - Palgrave, 
KW  - Customer services.
KW  - Consumer satisfaction.
KW  - Experience.
KW  - Customer relations
KW  - Consommateurs -- Satisfaction.
KW  - Consommateurs -- Attitudes
N1  - 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
ER  -