This encyclopedic book says that the formula for good customer experiences must engage every layer of an organization. It explains how companies need to think through what creates happy customers and how to fine-tune and institutionalize effective practices so they become part of the company's DNA. Such practices not only meet consumer needs but are also convenient and enjoyable. With accessible clarity and familiar examples, the authors show how to measure the effectiveness of such practices and calibrate them for specific customer types. The steady pacing of Mel Foster's enunciation makes every syllable clear but never cranks up the energy that a transformational book like this deserves. His performance works best with the technical sections of the book--it's clear he has an excellent grasp of the book's flow and conceptual underpinnings. T.W. © AudioFile 2013, Portland, Maine [Published: MARCH 2013]
Trade Ed. Brilliance Audio 2012
CD ISBN 9781469207377 $29.99 Seven CDs
MP3-CD ISBN 9781469207483 $24.99 One MP3-CDs
DD ISBN 9781469207599 $19.99
Library Ed. Brilliance Audio 2012
CD ISBN 9781469207421 $69.97 Seven CDs
MP3-CD ISBN 9781469207537 $39.97 One MP3-CDs
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