000			01100cam a22002175a 4500
001			L156631
008			140612s2012 xxk f 001 0 eng d
020			_a9780273661955
035			_a(Sirsi) u156631
041	0		_aeng
050	0	4	_a658.2 $2 18
100	1		_aSmith, Shaun
245	0	0	_aManaging the customer experience _bturning customers into advocates
260			_aLondon _bFinancial Times Prentice Hall _c 2002.
300			_axvi, 254 p. _bill. $2 4 cm.
505	2		_aIntroduction -- The age of experience -- Beyond satisfaction -- Loyalty by design -- A new brand of leadership -- Creating triad power -- People first -- The branded sales experience -- Putting the 'e' in experience -- The branded product experience: more than a doughnut -- Keeping the edge -- Putting it all together -- Loyalty by design in practice.
520			_aThis book explains how to follow the examples of great companies that are benefiting from the effects of customer advocates. Companies that have created a branded customer experience.
690			_aMARKETING
700	1		_aWheeler, John
942			_n0
999			_c114332 _d114332