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Title: Managing the Customer Experience: Turning Customers into Advocates by Forum, Joe Wheeler, Shaun Smith ISBN: 0-273-66195-7 Publisher: Financial Times Prentice Hall Pub. Date: 29 October, 2002 Format: Hardcover Volumes: 1 List Price(USD): $24.00 |
Average Customer Rating: 4.83 (6 reviews)
Rating: 5
Summary: a must read for CEO's
Comment: As the CEO of a software company, I have been searching for PRACTICAL advice for enhancing the experience for our customers. Most books I have seen are full of theory and are basically worthless. If you don't walk away from this book with a list of action items, then you obviously don't care about serving your customers.
I believe that this book will be on my desk as a reference for a long time. It will take a couple of years to implement all that I learned.
Definitely worth the read!
Rating: 4
Summary: Not just philosophy, but how to design around the customer
Comment: Unlike others in the field, Wheeler and Smith lay out what you need to do to consciously design a business that consistently gives the customer an experience that lives up to their brand. In the rush to cost control, we often forget that it's easy to make life difficult for the customer, and the result is massive damage to the brand, even to the point of destroying the organization.
A must read, especially in uncertain times, where the tendency will be to cut, without regard for the customer.
Rating: 5
Summary: Managing the Customer Experience
Comment: We all know that the customer has already become the decision maker of company operations in the digital economy. Without custmers, no company can survive. Shaun's book certainly uncovers the secrets on how to sustain the performance and growth of the company. He illustrates his proven model with a number of cases we can benchmark. In this regard, I dare to say that this book may be used by all business people as the bible of management.
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Title: Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers by Bernd H. Schmitt, Bernd Schmitt ISBN: 0471237744 Publisher: John Wiley & Sons Pub. Date: 31 January, 2003 List Price(USD): $27.95 |
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Title: Building Great Customer Experiences by Colin Shaw, John Ivens ISBN: 0333990137 Publisher: Palgrave Macmillan Pub. Date: 06 September, 2002 List Price(USD): $31.95 |
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Title: The Experience! How to Wow Your Customers and Create a Passionate Workplace by Lior Arussy ISBN: 1578203066 Publisher: CMP Books Pub. Date: November, 2002 List Price(USD): $19.95 |
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Title: How Customers Think: Essential Insights into the Mind of the Market by Gerald Zaltman ISBN: 1578518261 Publisher: Harvard Business School Press Pub. Date: 21 February, 2003 List Price(USD): $29.95 |
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Title: Priceless: Turning Ordinary Products into Extraordinary Experiences by Diana Lasalle, Terry A. Britton ISBN: 157851746X Publisher: Harvard Business School Press Pub. Date: 04 December, 2002 List Price(USD): $27.50 |
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