Texto en ingl�s. Tapa dura con sobrecubierta de editorial ilustrada. Como nuevo. 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.

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Bibliographic Details

Title

Building Great Customer Experiences

Publisher

Palgrave MacMillan

Publication Date

2002

Language

English

ISBN 10

0333990137

ISBN 13

9780333990131

Binding

Tapa dura

Condition

No seleccionado

Book Type

Libro

Seller catalogs

Sin categor�a

About this title

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.

About the Author

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.

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