Building Great Customer Experiences - Couverture rigide

Shaw, Colin; Ivens, John

Couverture rigide

ISBN 10 : 0333990137 ISBN 13 : 9780333990131

Editeur : Palgrave Macmillan, 2002

Synopsis

This book 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 compelling examples and cases the authors show that this is key for all companies and organisations.

A propos du livre

À propos de l?auteur

COLIN SHAW is a Founding Partner of Beyond Philosophy, a consultancy company focused upon the customer experience and was formerly Director of Client Experience at BT with overall responsibility for the concept of corporate customer relations in a global context. He has previously worked for Xerox and Mars and is a regular speaker at conferences and in the media on Customer Experience and Emotional Intelligence.

JOHN IVENS is a Founding Partner of Beyond Philosophy. He was previously Head of Customer Experience Futures at BT with responsibility for defining the Customer Experience for Business Customers and implementing programmes to improve the Experience. He has also worked for NatWest Bank and Midlands Electricity.

Détails de l'édition

• Éditeur: Palgrave Macmillan
• Date d'édition: 2002
• Langue: anglais
• ISBN 10: 0333990137
• ISBN 13: 9780333990131
• Reliure: Relié
• Nombre de pages: 240
• Coordonnées du fabricant: non disponible
• Personne responsable: Koch-Chemie GmbH; https://www.koch-chemie.com ; ; Einsteinstr. 42; Unna; 59423; Allemagne