Building Great Customer Experiences (Paperback, 2nd Revised edition)

This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations. Senior Executives in a range of functions including Marketing, Strategy, Sales, Operations, Customer Services, Corporate Communications, Brand Management, Human Resource Management, etc; All Management staff with a customer facing role; Management Consultants; Supplementary reading on a range of undergraduate and postgraduate courses, including MBA, especially programmes in Marketing, Strategy, Sales, Corporate Communications, Brand Management, etc; Lecturers, Researchers and Libraries in Universities, Business and Management Schools, especially in Marketing,

General

Imprint:	Palgrave Macmillan
Country of origin:	United States
Release date:	September 2002
First published:	2002
Authors:	Colin Shaw • John Ivens
Dimensions:	240 x 170 x 12mm (L x W x T)
Format:	Paperback
Pages:	218
Edition:	2nd Revised edition
ISBN-13:	978-1-4039-3949-4
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	1-4039-3949-7
Barcode:	9781403939494

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