The truth about customer experience (Record no. 12137)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 00866npc a2200169Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140613s2013 xx 000 0 und d |
| 060 ## - NATIONAL LIBRARY OF MEDICINE CALL NUMBER | |
| Classification number | 658.8 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | RAWSON, ALEX |
| 245 #4 - TITLE STATEMENT | |
| Title | The truth about customer experience |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc. | 2013 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 78-86 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Companies have long emphasized touchpoints- the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfation at those moments can create adistorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention form the bigger and more important-picture: the customer's end to end journey. |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | MARKETING |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | DUNCAN, EWAN |
| 773 ## - HOST ITEM ENTRY | |
| Other item identifier | P15041 |
| Note | M |
| Host Itemnumber | 26775 |
| Host Biblionumber | 11178 |
| Title | HARVARD BUSINESS REVIEW |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Articles |
No items available.