Customer Experience Management: A Revolutionary... by Bernd Schmitt

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Description

In this follow-up to his bestselling book Experiential Marketing, Bernd Schmitt introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. A must-read for senior executives, marketing managers, and anyone charged to drive growth and spur... read more

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First Sentence

Companies of all kinds acknowledge that their customers are important; that customers are the company's most valuable asset; that the company survives only when it has customer and grows only when it can retain them and recruit new ones; and that the company, therefore, should be structured and managed around the customer.

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