TY  - BOOK
AU  - Webb,Nicholas J.
TI  - What customers crave: how to create relevant and memorable experiences at every touchpoint 
SN  - 9780814437810
PY  - 2017///]
CY  - New York, NY
PB  - AMACOM
KW  - Customer services
KW  - Customer relations
N1  - Includes bibliographical references (pages 247-248) and index; Part one. What you need to know about the customer experience -- The advent of "exceptional" customer service -- Bring home the bacon: the value of customer types -- The journey to exceptional customer experiences -- Getting down to the nitty-gritty: why, who, and what -- Innovating excellence -- Innovation: a collaborative process -- Part two. Mapping your customer's journey -- The pre-touchpoint moment -- The first touchpoint moment -- The core touchpoint moment -- The perfect last touchpoint moment -- The in-touchpoint moment -- Technology and the future of customer experience -- Your roadmap to What Customers Crave
ER  -