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- catalog abstract ""Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and which are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver great customer experiences."--Jacket.".
- catalog contributor b12944674.
- catalog contributor b12944675.
- catalog created "2002.".
- catalog date "2002".
- catalog date "2002.".
- catalog dateCopyrighted "2002.".
- catalog description ""Many business books look at new companies and how they have become successful. This book bases itself in the reality in which most business people find themselves daily - working in companies which have been established for some time and which are faced with legacy people, legacy processes, legacy systems, legacy channels and an existing culture. It focuses on how you can change an existing organisation in order to build and deliver great customer experiences."--Jacket.".
- catalog description "1. The customer experience tsunami -- 2. The physical customer experience -- 3. The emotional customer experience -- 4. The effect of organization, multi-channels and moments of contact on the customer experience -- 5. The implications of processes and systems on the customer experience -- 6. People: a key differentiator -- 7. The massive impact of leadership and culture on the customer experience -- 8. The customer experience is the embodiment of the brand -- 9. Managing your customer experience: the Customer Experience Pyramid -- 10. Measuring your customer experience -- 11. Targeting: driving behaviours that impact your customer experience -- 12. Creating your customer experience strategy -- 13. The future of customer experience.".
- catalog description "Includes bibliographical references (p. 215-218) and index.".
- catalog extent "xvi, 224 p. :".
- catalog identifier "0333990137 (cloth)".
- catalog issued "2002".
- catalog issued "2002.".
- catalog language "eng".
- catalog publisher "New York : Palgrave Macmillan,".
- catalog subject "658.8/12 21".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "Experience.".
- catalog subject "HF5415.5 .S53 2002".
- catalog tableOfContents "1. The customer experience tsunami -- 2. The physical customer experience -- 3. The emotional customer experience -- 4. The effect of organization, multi-channels and moments of contact on the customer experience -- 5. The implications of processes and systems on the customer experience -- 6. People: a key differentiator -- 7. The massive impact of leadership and culture on the customer experience -- 8. The customer experience is the embodiment of the brand -- 9. Managing your customer experience: the Customer Experience Pyramid -- 10. Measuring your customer experience -- 11. Targeting: driving behaviours that impact your customer experience -- 12. Creating your customer experience strategy -- 13. The future of customer experience.".
- catalog title "Building great customer experiences / Colin Shaw and John Ivens.".
- catalog type "text".