Customer experience management : a revolutionary approach to connecting with your customers /

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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Schmitt, Bernd
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : Wiley, ©2003.
Temas:
Relationship marketing.
Customer relations.
Customer relations > Management.
Marketing relationnel.
BUSINESS & ECONOMICS > Customer Relations.
Customer relations
Customer relations > Management
Relationship marketing
Sales & marketing management.
Business & Management.
Market research.
Sales & marketing.
Business and Management.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers; Preface; Acknowledgments; Contents; Chapter 1: Taking the Customer SeriouslyFinally; 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.

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