Binding: Paperback
Dewey Decimal Number: 658.812
EAN: 9780273661955
ISBN: 0273661957
Label: FT Press
Manufacturer: FT Press
Number Of Items: 1
Number Of Pages: 272
Publication Date: November 08, 2002
Publisher: FT Press
Sales Rank: 28637
Studio: FT Press

---

Related Items:

• Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
• The Experience Economy: Work Is Theater & Every Business a Stage
• Building Great Customer Experiences, Revised Edition
• Chief Customer Officer : Getting Past Lip Service to Passionate Action
• The DNA of Customer Experience: How Emotions Drive Value
• see more

---

Editorial Review:

Product Description:
How much more profit could you make if you had customers who couldn't imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience(R). They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer's point of view and then design and deliver a customer experience that drives loyalty and profitability.




Rating: - Interesting and insightfull
This book is a good resource for managers trying to develop brands where experience accounts for and important portion of the value perceived by the customer.
It is well structured, goes beyond the obvious.

---

Rating: - Helpful, great templates
I bought this and several other books on this topic of a project at work. This so far has been the most comprehensive and thoughtful book on the topic. There are plenty of templates and workflows to help a team frame their customer experience goals and is supplemented with substantial facts and figures that resonate with executives. This book will provide me with much of what i need to clearly articulate these ideas to my leadership (as i build yet another powerpoint deck to do so).

Read More

---

Rating: - How to "experience the brand" and "brand the experience"

Actually, the title of this book is somewhat misleading because Smith and Wheeler have as much of value to say about how to create an appropriate customer experience as they do about how to manage it effectively. In fact, the two are not only connected, they are interdependent. The ultimate objective is to establish an ever-increassing critical mass of customers who are "advocates" or as Ben McConnell and Jackie Huba would characterize them, "evangelists."

Obviously, customer relationship ... Read More

---

Rating: - Great book with new ideas
We do Graphic Design for Restaurants which is all about "The Experience". We have not only started using some of the suggestions for our own firm, but are purchasing copies for clients as Christmas presents.

---

Rating: - a must read for CEO's
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!

---

Browse for similar items by category:

• Qualifying Textbooks - Custom Stores - Specialty Stores - Books - General AAS
• Industries & Professions - Business & Investing - Subjects - Books - Customer Service
• Management & Leadership - Business & Investing - Subjects - Books - Management
• Management & Leadership - Business & Investing - Subjects - Books - Management Science
• Marketing & Sales - Business & Investing - Subjects - Books - Advertising