TY  - BOOK
AU  - McDonald,Kelly
TI  - Crafting the customer experience for people not like you: how to delight and engage the customers your competitors don't understand 
SN  - 9781118360729
AV  - HF5415 .M236 2013
PY  - 2013///
CY  - New York
PB  - Wiley
KW  - Customer equity
KW  - Customer relations
KW  - Consumer satisfaction
N1  - Includes index; 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
N2  - 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
UR  - http://www.loc.gov/catdir/enhancements/fy1307/2012289474-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy1307/2012289474-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy1307/2012289474-t.html
ER  -