Customer experience management [[electronic resource] ] : a revolutionary approach to connecting with your customers / / Bernd H. Schmitt
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| Autore: |
Schmitt Bernd
|
| Titolo: |
Customer experience management [[electronic resource] ] : a revolutionary approach to connecting with your customers / / Bernd H. Schmitt
|
| Pubblicazione: | New York, : Wiley, c2003 |
| Descrizione fisica: | 1 online resource (259 p.) |
| Disciplina: | 658.8/12 |
| Soggetto topico: | Relationship marketing |
| Customer relations | |
| Customer relations - Management | |
| Soggetto genere / forma: | Electronic books. |
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references (p. 231-233) and index. |
| Nota di contenuto: | 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 | |
| Sommario/riassunto: | 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 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 |
| Titolo autorizzato: | Customer experience management |
| ISBN: | 0-471-47397-9 |
| 1-282-65683-X | |
| 9786612656835 | |
| 0-470-93044-6 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910458116703321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |