Автор:Colin Shaw Год: 2004 Издание:Palgrave Macmillan Страниц: 224 ISBN: 140393603, 140393603X, 140393603X In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predictedthe customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionizetheir customer experience.
