عنوان
پدید آورنده
موضوع
رده
HF5415.5 .S53 2005
HF5415
.
5
.
S53
2005
کتابخانه
محل استقرار
INTERNATIONAL STANDARD BOOK NUMBER
(Number (ISBN
0333990137
(Number (ISBN
1403939497
(Number (ISBN
9780333990131
(Number (ISBN
9781403939494
NATIONAL BIBLIOGRAPHY NUMBER
Number
b429949
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
Building great customer experiences /
General Material Designation
[Book]
First Statement of Responsibility
Colin Shaw and John Ivens
EDITION STATEMENT
Edition Statement
Revised edition
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
xxii, 218 pages :
Other Physical Details
illustrations ;
Dimensions
24 cm
SERIES
Series Title
Beyond philosophy
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references (pages 209-212) and index
CONTENTS NOTE
Text of Note
The customer experience tsunami -- The physical customer experience -- The emotional customer experience -- The effect of organization, multi-channels and moments of contact on the customer experience -- The implications of processes and systems on the customer experience -- People : a key differentiator -- The massive impact of leadership and culture on the customer experience -- The customer experience is the embodiment of the brand -- Managing your customer experience : the Customer Experience Pyramid -- Measuring your customer experience -- Targeting : driving behaviours that impact your customer experience -- Creating your customer experience strategy -- The future of customer experience
0
SUMMARY OR ABSTRACT
Text of Note
"This newly updated paperback edition builds on the success of the hardback edition which confirmed Colin Shaw as the 'Guru of the Customer Experience'. In this revised edition, through their thought-leading work from their offices in the UK and the USA, Colin and John Ivens unveil their critically acclaimed Seven Philosophies for Building Great Customer Experiences. These are the backbone of the framework being used by forward-thinking organizations - those who are busy laying the foundations for the long-term sustainable differentiation that the Customer Experience offers. Colin and John also reveal thought-leading market research and case studies which demonstrate the power of focusing on building a great Customer Experience."--Jacket
TOPICAL NAME USED AS SUBJECT
Consumer satisfaction.
Customer relations.
Customer services.
Experience.
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HF5415
.
5
Class number
HF5415
.
5
Book number
.
S53
2005
Book number
.
S53
2005
PERSONAL NAME - PRIMARY RESPONSIBILITY
Shaw, Colin,1958-
PERSONAL NAME - ALTERNATIVE RESPONSIBILITY
Ivens, John
ORIGINATING SOURCE
Date of Transaction
20180801122606.0
Cataloguing Rules (Descriptive Conventions))
rda
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب [Book]
Y
