Title: Building Great Customer Experiences, Revised...
Publisher: Palgrave Macmillan
Binding: Soft cover
Book Condition: New
2004. Revised. Paperback. Num Pages: 240 pages, Illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational; (U) Tertiary Education (US: College). Dimension: 233 x 157 x 13. Weight in Grams: 392. . . . . . Books ship from the US and Ireland. Bookseller Inventory # V9781403939494
Synopsis: This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences--something far too many companies neglect. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty, as well as the 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 demonstrate that the customer experience has now become central to the agenda for many companies and organizations.
From the Publisher: This volume is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of examples and cases, the authors show that this is key for all companies and organizations.
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