| Record ID | marc_nuls/NULS_PHC_180925.mrc:138963797:2078 |
| Source | marc_nuls |
| Download Link | /show-records/marc_nuls/NULS_PHC_180925.mrc:138963797:2078?format=raw |
LEADER: 02078cam 2200313 a 4500
001 9920094550001661
005 20150423124411.0
008 030227s2003 nyua b 001 0 eng d
010 $a 2003268732
020 $a0471237744
035 $a(CSdNU)u181108-01national_inst
035 $a(OCoLC)51738638
040 $aIHG$cIHG$dDLC$dCDS
042 $alccopycat
049 $aCNUM
050 00 $aHF5415.55$b.S35 2003
082 00 $a658.8/12$221
100 1 $aSchmitt, Bernd.
245 10 $aCustomer experience management :$ba revolutionary approach to connecting with your customers /$cBernd H. Schmitt.
260 $aNew York :$bWiley,$cc2003.
300 $axiv, 242 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references (p. 231-233) and index.
505 2 $aTaking the customer seriously--finally -- An overview of the CEM framework -- Analyzing the experiential world of the customer : Carnegie Hall: understanding the concert-going experience ; BP Connect: improving the experience at the pump -- Building the experiential platform : Jamba Juice: a platform of fun and good health ; Cingular Wireless: humanizing the wireless experience -- Designing the brand experience : Citigroup: shaping a unified brand experience ; Prada's "epicenter": challenges of the in-store experience -- Structuring the customer interface : NikePark: a dynamic interface for a performance-driven brand ; Hilton: improving communication and guest focus to enhance the service experience -- Engaging in continuous innovation : Apple computers: returning to its innovation roots ; Amazon.com: small innovations lead to a great online experience -- Delivering a seamlessly integrated customer experience -- Organizing for customer experience management.
650 0 $aRelationship marketing.
650 0 $aCustomer relations.
650 0 $aCustomer relations$xManagement.
949 $aHF 5415.55 .S35 2003$i31786101574785
994 $a92$bCNU
999 $aHF 5415.55 .S35 2003$wLC$c1$i31786101574785$d8/10/2010$e7/7/2010 $f3/19/2004$g1$lCIRCSTACKS$mNULS$n1$rY$sY$tBOOK$u12/17/2003