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Title: Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers by Bernd H. Schmitt, Bernd Schmitt ISBN: 0-471-23774-4 Publisher: John Wiley & Sons Pub. Date: 31 January, 2003 Format: Hardcover Volumes: 1 List Price(USD): $27.95 |
Average Customer Rating: 5 (3 reviews)
Rating: 5
Summary: A New Experience
Comment: My experience with this book was generally stimulating and inspiring and sparked many insights. Customer Experience Management is so powerful because it is based on a largely intuitive idea.
Since the beginning of commerce, and buyer and seller interactions, there surely has been some element of customer experience management by the seller, and some subconscious understanding by the customer that he/she is not buying a product or service but participating in an experience.
In his previous book, Experiential Marketing, Schmitt demonstrates that firms who have capitalized on this recent movement and expanded and refined their experiential approach have reaped huge benefits and stayed ahead of the pack. Now, in this sequel to that book, Schmitt elaborates on his previous work and provides a framework for how to efficiently and effectively implement the customer experience management approach.
I found this book to be enormously helpful and an important addition to this fascinating and important field.
Rating: 5
Summary: A Satisfied Customer
Comment: Customer Experience Management is a must-read for busy marketing executives. Although it was a quick read, it should not be taken lightly. The framework Prof. Schmitt outlines carries on where his eye-opening Experiential Marketing left off. It provided me with a good outline and a valuable set of tools with which to jumpstart my marketing department. The case studies were insightful and helped illustrate his methodology and the success many companies around the world are having by making their customer's needs and lifestyle top of mind.
Rating: 5
Summary: A much-needed book
Comment: This book provides a comprehensive and much-needed overview of the total customer experience picture. It goes far beyond the highly-touted (and too often disappointing) CRM craze to provide sound strategies for connecting with the customer at various "touch-points." Any company that is serious about treating its customers right could benefit from this book.
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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: Managing the Customer Experience: Turning Customers into Advocates by Forum, Joe Wheeler, Shaun Smith ISBN: 0273661957 Publisher: Financial Times Prentice Hall Pub. Date: 29 October, 2002 List Price(USD): $24.00 |
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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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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: Experiential Marketing : How to Get Customers to SENSE, FEEL, THINK, ACT, RELATE to Your Company and Brands by Bernd H. Schmitt ISBN: 0684854236 Publisher: Free Press Pub. Date: 16 August, 1999 List Price(USD): $28.00 |
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