TY  - BOOK
AU  - Shaw,Colin
AU  - Ivens,John
TI  - Building great customer experiences
SN  - 0333990137
U1  - 658.812 
PY  - 2002///
CY  - New York
PB  - Palgrave Macmillan
KW  - Customer services
KW  - Consumer satisfaction
KW  - Experience
KW  - Customer relations
N1  - Includes index; Pt. 1. The customer experience tsunami -- 
Pt. 2. The physical customer experience -- 
Pt. 3. The emotional customer experience -- 
Pt. 4. The effect of organization, multi-channels and moments of contact on the customer experience -- 
Pt. 5. The implications of processes and systems on the customer experience -- 
Pt. 6. People: a key differentiator -- 
Pt. 7. The massive impact of leadership and culture on the customer experience -- 
Pt. 8. The customer experience is the embodiment of the brand -- 
Pt. 9. Managing your customer experience: the Customer Experience Pyramid -- 
Pt. 10. Measuring your customer experience -- 
Pt. 11. Targeting: driving behaviours that impact your customer experience -- 
Pt. 12. Creating your customer experience strategy -- 
Pt. 13. The future of customer experience
N2  - 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
ER  -