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Building Great Customer Experiences
other
Author(s):
Colin Shaw
,
John Ivens
Publication date
(Print):
2002
Publisher:
Palgrave Macmillan UK
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Journal of Green Building
Author and book information
Book
ISBN (Print):
978-1-4039-3949-4
ISBN (Electronic):
978-0-230-55471-9
Publication date (Print):
2002
DOI:
10.1057/9780230554719
SO-VID:
cce9b530-4470-49d8-959d-acd90961b13a
License:
http://www.springer.com/tdm
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Book chapters
pp. 1
The customer experience tsunami
pp. 15
The physical customer experience
pp. 41
The emotional customer experience
pp. 63
The effect of organization, multi-channels and moments of contact on the customer experience
pp. 86
The implications of processes and systems on the customer experience
pp. 101
People: a key differentiator
pp. 117
The massive impact of leadership and culture on the customer experience
pp. 138
The customer experience is the embodiment of the brand
pp. 149
Managing your customer experience: the Customer Experience Pyramid™
pp. 166
Measuring your customer experience
pp. 178
Targeting: driving behaviours that impact your customer experience
pp. 193
Creating your customer experience strategy
pp. 210
The future of customer experience
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