Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

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.