Customer experience management : a revolutionary approach to connecting with your customers / Bernd H. Schmitt.

Includes bibliographical references (pages 231-233) and index.

Ch. 1. Taking the Customer Seriously - Finally -- Ch. 2. An Overview of the CEM Framework -- Ch. 3. Analyzing the Experiential World of the Customer -- Ch. 4. Building the Experiential Platform -- Ch. 5. Designing the Brand Experience -- Ch. 6. Structuring the Customer Interface -- Ch. 7. Engaging in Continuous Innovation -- Ch. 8. Delivering a Seamlessly Integrated Customer Experience -- Ch. 9. Organizing for Customer Experience Management.

"In his acclaimed bestseller Experiential Marketing, renowned consultant and marketing thinker Bernd Schmitt explained why companies that focus on the customer experience are among the most successful and profitable organizations in the world. In Customer Experience Management, he shows you how to put CEM to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands.".

"This revolutionary marketing guide introduces the five-step CEM process that you can use to connect with your customers at every touch-point. It 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.".

"Customer Experience Management also demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. It's a must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change."--BOOK JACKET.