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Record Nr. |
UNINA9910458116703321 |
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Autore |
Schmitt Bernd |
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Titolo |
Customer experience management [[electronic resource] ] : a revolutionary approach to connecting with your customers / / Bernd H. Schmitt |
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Pubbl/distr/stampa |
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ISBN |
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0-471-47397-9 |
1-282-65683-X |
9786612656835 |
0-470-93044-6 |
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Descrizione fisica |
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1 online resource (259 p.) |
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Disciplina |
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Soggetti |
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Relationship marketing |
Customer relations |
Customer relations - Management |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references (p. 231-233) and index. |
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Nota di contenuto |
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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers; Preface; Acknowledgments; Contents; Chapter 1: Taking the Customer Seriously-Finally; Chapter 2: An Overview of the CEM Framework; Chapter 3: Analyzing the Experiential World of the Customer; Chapter 4: Building the Experiential Platform; Chapter 5: Designing the Brand Experience; Chapter 6: Structuring the Customer Interface; Chapter 7: Engaging in Continuous Innovation; Chapter 8: Delivering a Seamlessly Integrated Customer Experience; Chapter 9: Organizing for Customer Experience Management; Notes |
Index |
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Sommario/riassunto |
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In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and |
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