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: |
2002
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Authors: | Berry, Leonard L. ; Carbone, Lewis P. ; Haeckel, Stephan H. |
Published in: |
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 43.2002, 3, p. 85-90
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