ESSAY - Managing the Total Customer Experience - Offering products or services alone is no longer enough: Organizations must provide their customers with satisfactory experiences. Competing on this dimension means orchestrating all the "clues" that people detect in the buying process.
|Year of publication:||
|Authors:||Berry, Leonard L. ; Carbone, Lewis P. ; Haeckel, Stephan H.|
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 43.2002, 3, p. 85-90
Berry, Leonard L., (2006)
Haeckel, Stephan H., (2003)
Haeckel, Stephan H., (2000)
- More ...