Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

 
9780471237747: Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
View all copies of this ISBN edition:
 
 

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 opportunity to maximize the customer experience and establish a bond that will never be broken.

Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector.

A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

"synopsis" may belong to another edition of this title.

From the Inside Flap:

From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers your company an opportunity to maximize the customer experience and establish a bond that will never be broken–another opportunity for customer experience management (CEM).

In his acclaimed bestseller Experiential Marketing, renowned consultant and marketing thinker Bernd Schmitt explained why companies that focus on the customer experience are among the most successful and profitable organizations in the world. In Customer Experience Management, he shows you how to put CEM to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands.

This revolutionary marketing guide introduces the five-step CEM process that you can use to connect with your customers at every touch-point. It provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. These cases demonstrate how CEM offers powerful solutions for virtually any type of business challenge and enables managers to:

  • Gain original insight into the customer’s world
  • Develop an experiential strategy platform
  • Create a unique and vivid brand experience
  • Provide dynamic interactions at the customer interface
  • Innovate continuously to improve customers’ lives

This provocative treatise provides new insight into perennial marketing and management issues such as segmentation and targeting, positioning, branding, service, and innovation. It also offers a clear and convincing critique of other customer-based paradigms, including traditional marketing, customer satisfaction, and customer relationship management (CRM). It explains why each of them fails to provide genuine focus on the customer and why the CEM framework is the only approach to date that makes a company and its brands relevant to the customer’s life.

Customer Experience Management also demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. It’s a must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change.

From the Back Cover:

In this follow-up to his bestselling book Experiential Marketing, Bernd Schmitt introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. A must-read for senior executives, marketing managers, and anyone charged to drive growth and spur change.

PRAISE FOR Customer Experience Management

"In all his work Bernd Schmitt sets about scraping away the conventional marketing wisdom. Schmitt’s prescription makes it more satisfying to be a customer, more satisfying to be a brand manager. I hope desperately that every company with which I do business reads this book."
Martyn Straw, Chief Strategy Officer, BBDO Worldwide

"Schmitt finally identifies the bush that a lot of marketing departments have been beating around. He anchors the activities that cost us millions and billions of dollars to ‘end game’ objectives that have never before been so beautifully focused."
Victor J. Pacor, Chief Marketing Officer, Sony Electronics, Inc.

"With his groundbreaking new book, Schmitt answers a much-needed call for a practical way to enact experiential marketing. His dynamic and engaging voice makes this as entertaining as it is informative."
John Quelch, Senior Associate Dean for International Development
Harvard Business School

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Schmitt, Bernd H.
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Quantity Available: > 20
Seller:
Paperbackshop-US
(Wood Dale, IL, U.S.A.)
Rating
[?]

Book Description 2003. HRD. Condition: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Seller Inventory # KB-9780471237747

More information about this seller | Contact this seller

Buy New
US$ 33.35
Convert Currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, Rates & Speeds

2.

Schmitt, Bernd H.
Published by John Wiley & Sons 2/17/2003 (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover Quantity Available: 10
Seller:
BargainBookStores
(Grand Rapids, MI, U.S.A.)
Rating
[?]

Book Description John Wiley & Sons 2/17/2003, 2003. Hardback or Cased Book. Condition: New. Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers. Book. Seller Inventory # BBS-9780471237747

More information about this seller | Contact this seller

Buy New
US$ 39.76
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

3.

Schmitt, Bernd H.
Published by Wiley (2018)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover Quantity Available: 17
Print on Demand
Seller:
Murray Media
(North Miami Beach, FL, U.S.A.)
Rating
[?]

Book Description Wiley, 2018. Hardcover. Condition: New. Never used! This item is printed on demand. Seller Inventory # 0471237744

More information about this seller | Contact this seller

Buy New
US$ 38.99
Convert Currency

Add to Basket

Shipping: US$ 1.99
Within U.S.A.
Destination, Rates & Speeds

4.

Bernd H. Schmitt
Published by John Wiley and Sons Ltd, United States (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover First Edition Quantity Available: 10
Seller:
Book Depository International
(London, United Kingdom)
Rating
[?]

Book Description John Wiley and Sons Ltd, United States, 2003. Hardback. Condition: New. 1. Auflage. Language: English . Brand New Book. 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 opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. Seller Inventory # AAS9780471237747

More information about this seller | Contact this seller

Buy New
US$ 41.28
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

5.

Bernd H. Schmitt; Bernd Schmitt
Published by Wiley (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover First Edition Quantity Available: 1
Seller:
Irish Booksellers
(Portland, ME, U.S.A.)
Rating
[?]

Book Description Wiley, 2003. Condition: New. book. Seller Inventory # M0471237744

More information about this seller | Contact this seller

Buy New
US$ 42.29
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

6.

Bernd H. Schmitt
Published by John Wiley and Sons Ltd, United States (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover First Edition Quantity Available: 10
Seller:
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description John Wiley and Sons Ltd, United States, 2003. Hardback. Condition: New. 1. Auflage. Language: English . Brand New Book. 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 opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. Seller Inventory # AAS9780471237747

More information about this seller | Contact this seller

Buy New
US$ 42.41
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

7.

Bernd H. Schmitt
Published by John Wiley and Sons Ltd
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover Quantity Available: > 20
Seller:
THE SAINT BOOKSTORE
(Southport, United Kingdom)
Rating
[?]

Book Description John Wiley and Sons Ltd. Hardback. Condition: New. New copy - Usually dispatched within 2 working days. Seller Inventory # B9780471237747

More information about this seller | Contact this seller

Buy New
US$ 38.04
Convert Currency

Add to Basket

Shipping: US$ 9.86
From United Kingdom to U.S.A.
Destination, Rates & Speeds

8.

Bernd H. Schmitt
Published by Wiley
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover Quantity Available: > 20
Print on Demand
Seller:
BuySomeBooks
(Las Vegas, NV, U.S.A.)
Rating
[?]

Book Description Wiley. Hardcover. Condition: New. This item is printed on demand. 288 pages. 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 opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. This item ships from La Vergne,TN. Hardcover. Seller Inventory # 9780471237747

More information about this seller | Contact this seller

Buy New
US$ 48.34
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

9.

Bernd H. Schmitt
Published by John Wiley and#38; Sons (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Quantity Available: > 20
Seller:
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description John Wiley and#38; Sons, 2003. HRD. Condition: New. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Seller Inventory # FW-9780471237747

More information about this seller | Contact this seller

Buy New
US$ 37.58
Convert Currency

Add to Basket

Shipping: US$ 12.78
From United Kingdom to U.S.A.
Destination, Rates & Speeds

10.

Bernd H. Schmitt
Published by Wiley 2003-01-31, Hoboken, N.J. |[Great Britain] (2003)
ISBN 10: 0471237744 ISBN 13: 9780471237747
New Hardcover Quantity Available: > 20
Seller:
Blackwell's
(Oxford, OX, United Kingdom)
Rating
[?]

Book Description Wiley 2003-01-31, Hoboken, N.J. |[Great Britain], 2003. hardback. Condition: New. Seller Inventory # 9780471237747

More information about this seller | Contact this seller

Buy New
US$ 42.41
Convert Currency

Add to Basket

Shipping: US$ 8.52
From United Kingdom to U.S.A.
Destination, Rates & Speeds

There are more copies of this book

View all search results for this book