Crafting the customer experience for people not like you : (Record no. 3853)

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
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection code Home library Current library Shelving location Date acquired Source of acquisition Cost, normal purchase price Total Checkouts Full call number Barcode Date last seen Copy number Price effective from Koha item type
    Library of Congress Classification       Al-Ghazali Library Al-Ghazali Library Available to Loan 21/06/2013 Nazzam 67.83   HF5415.M236 2013 GHAZ13063326 21/06/2013 1 21/06/2013 Open Shelf Books