| 000 | 00866npc a2200169Ia 4500 | ||
|---|---|---|---|
| 008 | 140613s2013 xx 000 0 und d | ||
| 060 | _a658.8 | ||
| 100 | _aRAWSON, ALEX | ||
| 245 | 4 | _aThe truth about customer experience | |
| 260 | _c2013 | ||
| 300 | _a78-86 | ||
| 520 | _aCompanies 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 | _aMARKETING | ||
| 700 | _aDUNCAN, EWAN | ||
| 773 |
_oP15041 _nM _926775 _011178 _tHARVARD BUSINESS REVIEW |
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| 942 |
_2ddc _cARTCL |
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| 999 |
_c12137 _d12137 |
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