000			01471nam a22002537a 4500
008			180215b xxu||||| |||| 00| 0 eng d
020			_a9781403939494
020			_a9780333990131
041			_aEnglish
082			_a658.812 SHA
100			_aShaw, Colin
245			_aBuilding great customer experiences / _cColin Shaw; John Ivens
260			_aNew York : _bPalgrave, _c2002.
300			_axvi, 224 p. : _bill. ; _c24 cm.
505			_a1. 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.
650			_aCustomer services.
650			_aConsumer satisfaction.
650			_aExperience.
650			_aCustomer relations.
650			_aConsommateurs -- Satisfaction.
650			_aConsommateurs -- Attitudes.
700			_aIvens, John
942			_c1
999			_c14348 _d14348