000			01978nam a2200277 i 4500
003			MIUC
005			20191016091412.0
008			160914s2002 nyua|||| |||| 001 0 eng d
020			_a0333990137
040			_aMIUC _beng _cMIUC
082	0	0	_a658.812
100	1		_92343 _aShaw, Colin, _d1928-
245	1	0	_aBuilding great customer experiences / _cColind Shaw and John Ivens.
250			_a1st ed.
260			_aNew York : _bPalgrave Macmillan, _c2002.
300			_axvi, 224 p. : _bill. b&w ; _c24 cm.
500			_aIncludes index.
505	0		_aPt. 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.
520			_aThis 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	_92344 _aCustomer services
650		0	_9843 _aConsumer satisfaction
650		0	_92345 _aExperience
650		0	_9841 _aCustomer relations
700	1		_92346 _aIvens, John
942			_2ddc _cBK