Crafting the customer experience for people not like you how to delight and engage the customers your competitors don't understand

Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in or...

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Bibliographic Details

Main Author:	McDonald, Kelly 1961-
Format:	Book
Language:	English
Published:	Hoboken, N.J. John Wiley & Sons c2013.
Subjects:	Customer services. Customer relations > Management. Consumer satisfaction.
Online Access:	Contributor biographical information Publisher description Table of contents only