000			02079nam a2200301Ia 4500
001			3164
008			230305s2016 xx 000 0 und d
020			_a9781483560151
043			_aen_UK
041			_aeng
245		0	_aCustomer experience
260			_a _bTeleTech, _c2016
300			_axi, 237 p. _c23 cm.
500			_awhat, how and why now
505			_aIncludes bibliographical references. _rTOC:-- _rChapter 1: Technology drives the customer experience movement-- _rChapter 2: Customers just want their problems solved-- _rChapter 3: Every customer's experience is personal-- _rChapter 4: Eliminate the friction in your customer experience-- _rChapter 5: Deliver a customer experience that's relevant to each customer-- _rChapter 6: Seek out customer feedback-- _rChapter 7: Personalize the customer experience-- _rChapter 8: Earn your customers' trust-- _rChapter 9: Let your humanity shine through-- _rChapter 10: It won't be easy-- _rChapter 11: There's real money to be made-- _rChapter 12: How much is customer loyalty really worth?-- _rChapter 13: Life in the frictionless fast lane-- _rChapter 14: Caution: good intentions required--
520			_aWhen it comes to customer experience, Don Peppers is one of the world's most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject. So if you're looking for advice on how to think about, improve, and deliver a better customer experience, then this is the book for you. Organized as a series of short, easily digested and self-contained essays, it's packed with concrete examples, suggestions, and inspiring ideas. Read it straight through, or snack on it as you like.
630			_aHF COMMERCE _914
650		0	_aConsumers _xDecision making _912505
650		0	_aCustomer relations _93627
700			_aPeppers, Don _eAutor _96239
902			_a348
905			_am
911			_ahttps://biblioteca.tbs-education.es/portadas/9781483560151.jpg
912			_a2016-01-01
942			_a1
953			_d2022-01-24 18:31:53
999			_c3012 _d3012