LEADER 03082nam 2200649Ia 450 001 9910784617603321 005 20200520144314.0 010 $a0-471-47397-9 010 $a1-282-65683-X 010 $a9786612656835 010 $a0-470-93044-6 035 $a(CKB)1000000000380737 035 $a(EBL)555034 035 $a(OCoLC)251873061 035 $a(SSID)ssj0000380173 035 $a(PQKBManifestationID)11297228 035 $a(PQKBTitleCode)TC0000380173 035 $a(PQKBWorkID)10371438 035 $a(PQKB)10547808 035 $a(MiAaPQ)EBC555034 035 $a(Au-PeEL)EBL555034 035 $a(CaPaEBR)ebr10411623 035 $a(CaONFJC)MIL265683 035 $a(MiAaPQ)EBC7147353 035 $a(Au-PeEL)EBL7147353 035 $a(EXLCZ)991000000000380737 100 $a20030227d2003 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aCustomer experience management$b[electronic resource] $ea revolutionary approach to connecting with your customers /$fBernd H. Schmitt 205 $a1st ed. 210 $aNew York $cWiley$dc2003 215 $a1 online resource (259 p.) 300 $aDescription based upon print version of record. 311 $a0-471-23774-4 320 $aIncludes bibliographical references (p. 231-233) and index. 327 $aCustomer 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 327 $aIndex 330 $aIn 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 transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an oppor 606 $aRelationship marketing 606 $aCustomer relations 606 $aCustomer relations$xManagement 615 0$aRelationship marketing. 615 0$aCustomer relations. 615 0$aCustomer relations$xManagement. 676 $a658.8/12 700 $aSchmitt$b Bernd$0601176 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910784617603321 996 $aCustomer experience management$91094362 997 $aUNINA