{"product_id":"9780471473978","title":"Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers","description":"In \u003cb\u003e\u003ci\u003eCustomer Experience Management\u003c\/i\u003e\u003c\/b\u003e, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book \u003ci\u003eExperiential Marketing\u003c\/i\u003e by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. \u003cp\u003e\u003cb\u003e\u003ci\u003eCustomer Experience Management\u003c\/i\u003e\u003c\/b\u003e introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector.\u003c\/p\u003e \u003cp\u003eA must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, \u003cb\u003e\u003ci\u003eCustomer Experience Management\u003c\/i\u003e\u003c\/b\u003e demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47174832128240,"sku":"9780471473978","price":55.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780471473978_p0.jpg?v=1763707411","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780471473978","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}