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Managing the customer experience

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How much mere profit could you make if yöu had customers who couldn't Imagine dolng business with anyone but you? In your dreamsl Tell that to Virgin Atlantic or Harleý Davldson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for I1? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers Into advocates. Advocates viho. constantly refer thelr friends and colleagues to those buslnesses. Why? Because those companles have created a Branded Customer Experience®. They have managed the relàtlonship to the polnt where customers çan't Imagine wantlpg to do business with anyone else. 1. How can you galn this unbeatable competitive advantage? Managlng the Customer Experience shows: you how. It takes you through the step-by-stép proceșs of creating Loyalty by Deslgn. It shows you how to re-think your busInéss from the.customer's polnt of view and then design and dellvèr a customer experlence that drives loyalty and profitabillity. "Full of practical 'how to' advice, Illustrative anecdotes, and application exercises, It Is not only a good read, but a significant Investment In your fulure success. Richard Whiteley, author of The Customer Driven Company "Smlth and Wheeter show us what the 21st Century Company has to lok like If it is to be successful. They show that great brands are not primarlly bullt through adverlising but by the experience and value they offer customers." Professor Peter Doyle, Warwick Business School, University of Warwick

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.81 SHA m

Penerbit

Great Britain : Prentice Hall., 2002

Deskripsi Fisik

xvi+254 hlm.: 18x23,5 cm

Bahasa

English

ISBN/ISSN

0273661957

Klasifikasi

658.81

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Manajemen Pemasaran
Sales Manajemen

Info Detail Spesifik

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Pernyataan Tanggungjawab

Shaun Smith dan Joe Wheeler

Versi lain/terkait

Lampiran Berkas

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