MARC details
000 -LEADER |
fixed length control field |
02437cam a22003135a 4500 |
001 - CONTROL NUMBER |
control field |
17621566 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
KPTM |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20150331172446.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
130211s2013 nyua 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
LC control number |
2012289474 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9781118360729 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
1118360729 |
040 ## - CATALOGING SOURCE |
Transcribing agency |
KPTM |
050 00 - LIBRARY OF CONGRESS CALL NUMBER |
Classification number |
HF5415 |
Item number |
.M236 2013 |
100 1# - MAIN ENTRY--PERSONAL NAME |
Personal name |
McDonald, Kelly, |
Dates associated with a name |
1961- |
245 10 - TITLE STATEMENT |
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. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
Place of publication, distribution, etc. |
New York : |
Name of publisher, distributor, etc. |
Wiley, |
Date of publication, distribution, etc. |
c2013. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
ix, 197 p. : |
Other physical details |
ill. ; |
Dimensions |
24 cm. |
500 ## - GENERAL NOTE |
General note |
Includes index. |
505 0# - FORMATTED CONTENTS NOTE |
Formatted contents note |
How tweaking the customer experience grows your business -- Technology armed consumers with mighty big bullets -- The purchase funnel : understanding the customer experience from top to bottom -- We're not "one size fits all" anymore -- How to think like people not like you -- How to build social media into the customer experience -- Your employees may kill your business, unless they know how to serve customers who aren't like them -- Seven principles for creating a customer experience for people not like you -- Matures, boomers, Gen X, Gen Y, and Gen Z -- Women and families -- Hispanics/Latinos -- Serving different racial and ethnic communities -- Gay, lesbian, bisexual, and transgendered customers. |
520 ## - SUMMARY, ETC. |
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. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Customer equity. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Customer relations |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Consumer satisfaction |
856 42 - ELECTRONIC LOCATION AND ACCESS |
Materials specified |
Contributor biographical information |
Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1307/2012289474-b.html">http://www.loc.gov/catdir/enhancements/fy1307/2012289474-b.html</a> |
856 42 - ELECTRONIC LOCATION AND ACCESS |
Materials specified |
Publisher description |
Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1307/2012289474-d.html">http://www.loc.gov/catdir/enhancements/fy1307/2012289474-d.html</a> |
856 41 - ELECTRONIC LOCATION AND ACCESS |
Materials specified |
Table of contents only |
Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1307/2012289474-t.html">http://www.loc.gov/catdir/enhancements/fy1307/2012289474-t.html</a> |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Source of classification or shelving scheme |
Library of Congress Classification |
Koha item type |
Open Shelf Books |