bookJan 31, 2003Closed access

Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

BHBernd H. Schmitt

Abstract

Chapter 1. Taking the Customer Seriously-Finally. Chapter 2. An Overview of the CEM Framework. Chapter 3. Analyzing the Experiential World of the Customer. Chapter 4. Building the Experiential Platform. Chapter 5. Designing the Brand Experience. Chapter 6. Structuring the Customer Interface. Chapter 7. Engaging in Continuous Innovation. Chapter 8. Delivering a Seamlessly Integrated Customer Experience. Chapter 9. Organizing for Customer Experience Management. Notes. Index.

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Topics & keywords

Topics
Keywords
  • Experiential learning
  • Customer experience
  • Customer intelligence
  • Customer advocacy
  • Structuring
  • Customer to customer
  • Voice of the customer
  • Customer retention
UN Sustainable Development Goals
  • Industry, innovation and infrastructure
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