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The Customer Experience Management


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Table of Contents

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

About the Author

BERND H. SCHMITT is Professor of Marketing at Columbia Business School and the Executive Director of the Center on Global Brand Leadership. As a consultant and CEO of the EX Group, he has worked with companies worldwide, including Sony, Ford, Procter & Gamble, Estee Lauder, DuPont, and IBM. He is also author of the bestselling Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. For more information on Schmitt or his work, visit


"...demonstrates the power of collecting truly relevant customer information..." (Managing Information, January/February 2004)

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