Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
Author:   Bernd H. Schmitt
Publisher:   John Wiley and Sons Ltd
ISBN:  

9780471237747


Pages:   256
Publication Date:   17 February 2003
Format:   Hardback
Availability:   Out of print, replaced by POD   Availability explained
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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers


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Full Product Details

Author:   Bernd H. Schmitt
Publisher:   John Wiley and Sons Ltd
Imprint:   John Wiley & Sons Inc
Dimensions:   Width: 16.50cm , Height: 2.10cm , Length: 24.20cm
Weight:   0.554kg
ISBN:  

9780471237747


ISBN 10:   0471237744
Pages:   256
Publication Date:   17 February 2003
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Out of Stock Indefinitely
Availability:   Out of print, replaced by POD   Availability explained
We will order this item for you from a manufatured on demand supplier.

Table of 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.

Reviews

...demonstrates the power of collecting truly relevant customer information... (Managing Information, January/February 2004)


Author Information

BERND H. SCHMITT is Professor of Marketing at Columbia Business School and the Executive Director of the Center on Global Brand Leadership. As a consultant and CEO of the EX Group, he has worked with companies worldwide, including Sony, Ford, Procter & Gamble, Este´e Lauder, DuPont, and IBM. He is also author of the bestselling Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. For more information on Schmitt or his work, visit www.meetschmitt.com.

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