Building great customer experiences / Colin Shaw and John Ivens.

By:

Shaw, Colin

Contributor(s):

Ivens, John

Material type: Text

TextPublication details: Basingstoke : Palgrave Macmillan, 2005.Edition: Rev. edDescription: xxii, 218 p. : ill. 24 cmISBN:

9781403939494
9781403939494

Subject(s):

Summary: Examines the new and emerging area of the Customer Experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs. 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 who 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

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
General	ATU Dublin Road General Shelves	Donation	658.812 SHA (Browse shelf(Opens below))	Available		G113029

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Previous	658.812 HAR Marketing : connecting with customers /	658.812 MCK Relationship marketing : successful strategies for the age of the customer /	658.812 ROB Emotion marketing : the hallmark way of winning customers for life /	658.812 SHA Building great customer experiences /	658.812 TWO Customer service for Irish students /	658.82 BAR Secrets of customer relationship management : it's all about how you make them feel /	658.827 DUN Principles of advertising & IMC /	Next

Previous ed.: 2002

Includes bibliographical references and index.

Examines the new and emerging area of the Customer Experience, exploring how it can be used as a competitive weapon as well as a means of reducing costs. 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 who 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

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