Building great customer experiences / (Record no. 912)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01978nam a2200277 i 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | MIUC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20191016091412.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 160914s2002 nyua|||| |||| 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0333990137 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MIUC |
| Language of cataloging | eng |
| Transcribing agency | MIUC |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| 9 (RLIN) | 2343 |
| Personal name | Shaw, Colin, |
| Dates associated with a name | 1928- |
| 952 ## - Items | |
| Itemnumber | 1216 |
| 245 10 - TITLE STATEMENT | |
| Title | Building great customer experiences / |
| Statement of responsibility, etc. | Colind Shaw and John Ivens. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | New York : |
| Name of publisher, distributor, etc. | Palgrave Macmillan, |
| Date of publication, distribution, etc. | 2002. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xvi, 224 p. : |
| Other physical details | ill. b&w ; |
| Dimensions | 24 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Pt. 1. The customer experience tsunami -- <br/>Pt. 2. The physical customer experience -- <br/>Pt. 3. The emotional customer experience -- <br/>Pt. 4. The effect of organization, multi-channels and moments of contact on the customer experience -- <br/>Pt. 5. The implications of processes and systems on the customer experience -- <br/>Pt. 6. People: a key differentiator -- <br/>Pt. 7. The massive impact of leadership and culture on the customer experience -- <br/>Pt. 8. The customer experience is the embodiment of the brand -- <br/>Pt. 9. Managing your customer experience: the Customer Experience Pyramid -- <br/>Pt. 10. Measuring your customer experience -- <br/>Pt. 11. Targeting: driving behaviours that impact your customer experience -- <br/>Pt. 12. Creating your customer experience strategy -- <br/>Pt. 13. The future of customer experience. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 2344 |
| Topical term or geographic name entry element | Customer services |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 843 |
| Topical term or geographic name entry element | Consumer satisfaction |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 2345 |
| Topical term or geographic name entry element | Experience |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 841 |
| Topical term or geographic name entry element | Customer relations |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| 9 (RLIN) | 2346 |
| Personal name | Ivens, John |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total Checkouts | Full call number | Date last seen | Date last checked out | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Marbella International University Centre | Marbella International University Centre | Library | 18/09/2018 | 2 | 658.812 SHA bui | 10/11/2020 | 03/11/2020 | 18/09/2018 | Books |