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Building great customer experiences

Overview of attention for book
Cover of 'Building great customer experiences'

Table of Contents

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    Book Overview
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    Chapter 1 The customer experience tsunami
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    Chapter 2 The physical customer experience
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    Chapter 3 The emotional customer experience
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    Chapter 4 The effect of organization, multi-channels and moments of contact on the customer experience
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    Chapter 5 The implications of processes and systems on the customer experience
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    Chapter 6 People: a key differentiator
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    Chapter 7 The massive impact of leadership and culture on the customer experience
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    Chapter 8 The customer experience is the embodiment of the brand
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    Chapter 9 Managing your customer experience: the Customer Experience Pyramid™
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    Chapter 10 Measuring your customer experience
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    Chapter 11 Targeting: driving behaviours that impact your customer experience
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    Chapter 12 Creating your customer experience strategy
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    Chapter 13 The future of customer experience
Attention for Chapter 3: The emotional customer experience
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Citations

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