Customer experience management : A revolutionary approach to connecting with your customers / SCHMITT, Bernd H.

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Customer experience management : A revolutionary approach to connecting with your customers / SCHMITT, Bernd H.

Book

SCHMITT, Bernd H.. Author

Published by John Wiley - 2003

Library: Paris Champerret

Source : Syracuse

Item type: Book
Language: English

Publication year: 2003

ISBN: 0-471-23774-4

Note

Figures, notes, photographies

Geographical area: GENERAL

In this book, the author shows how to put Customer Experience Management (CEM) to work in any organization to spur growth, increase revenues, and transform the image of a company and its brands. He introduces the five-step CEM process that can use to connect with customers at every touch-point. He provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector.

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