Dimensions
165 x 242 x 21mm
An Revolutionary Approach to Connecting with Your Customer.
Everyone has stories about terrible customer service - whether they were treated poorly by an airline they often fly, or received lackluster service at a pricey hotel. Despite the fact that almost every company ostensibly embraces customer relations, most of them aren't doing a very good job of it.
This book introduces a new and visionary approach to marketing called Customer Experience Management (CEM). CEM is based on the idea that companies can better use their technological resources to maximize the sensory and emotional aspects of the customer's experience.
Schmitt offers strategies for putting his theories into practice and demonstrates how CEM will oust other in vogue marketing schemes.
