| 000 -LEADER |
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| fixed length control field |
01288nam a2200217 a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
121205n 000 0 eng d |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781118360729 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126095906.0 |
| CONTROL NUMBER |
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| control field |
52560 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
McDonald, Kelly. |
| TITLE STATEMENT |
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| Title |
Crafting the customer experience for people not like you : |
| Remainder of title |
how to delight and engage the customers your competitors don't understand / |
| Statement of responsibility, etc |
Kelly McDonald. |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
New York : |
| Name of publisher, distributor, etc |
Wiley, |
| Date of publication, distribution, etc |
2013. |
| PHYSICAL DESCRIPTION |
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| Extent |
197 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| SUMMARY, ETC. |
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| Summary, etc |
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 order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. |
| GENERAL NOTE |
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| General note |
Includes index. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer equity. |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Consumer satisfaction. |
| Source of heading or term |
sears |
| ADDED ENTRY ELEMENTS (KOHA) |
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| Koha item type |
REGULAR |