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

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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,

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Product Description

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,

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Product Details

General

Imprint

Palgrave Macmillan

Country of origin

United States

Release date

September 2002

Availability

Expected to ship within 12 - 17 working days

First published

2002

Authors

,

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

Barcode

9781403939494

Categories

LSN

1-4039-3949-7



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