000			01602nam a22001937a 4500
008			170915b xxu||||| |||| 00| 0 eng d
020			_a9780471237747
041			_aEnglish
082			_a658.812 SCH
100			_aSchmitt, Bernd H
245			_aCustomer experience management : _ba revolutionary approach to connecting with your customers / _cBernd H. Schmitt
260			_aNew York : _bJohn Wiley & Sons, _c©2003.
300			_axiv, 242 p. : _bill. ; _c24 cm.
505			_aTaking 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.
650			_aRelationship marketing.
650			_aCustomer relations.
650			_aCustomer relations -- Management.
942			_c1
999			_c13432 _d13432