Customer experience management : a revolutionary approach to connecting with your customers / Bernd H. Schmitt
By: Schmitt, Bernd H
Material type:
TextLanguage: English Publisher: New York : John Wiley & Sons, ©2003Description: xiv, 242 p. : ill. ; 24 cmISBN: 9780471237747Subject(s): Relationship marketing | Customer relations | Customer relations -- ManagementDDC classification: 658.812 SCH | Item type | Current location | Call number | Status | Date due | Barcode |
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WeSchool, Bangalore | 658.812 SCH (Browse shelf) | Available | B012902 | |
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Books
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WeSchool, Bangalore | 658.812 SCH (Browse shelf) | Available | B012903 | |
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WeSchool, Bangalore | 658.812 SCH (Browse shelf) | Available | B012843 |
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| 658.812 RAO Little Book of Big Customer Satisfaction Measurement | 658.812 RAO Little Book of Big Customer Satisfaction Measurement | 658.812 SCH Customer experience management : | 658.812 SCH Customer experience management : | 658.812 SCH Customer experience management : | 658.812 SEA Intention Economy : When Customers Take Charge | 658.812 SHA Users Not Customers : Who Really Determines the Success of Your Business |
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.
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