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Customer Experience As a Strategic Differentiator: Research in the Retail Banking Industry Adri Drotskie
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Customer Experience As a Strategic Differentiator: Research in the Retail Banking Industry
Adri Drotskie
Services and retail organisations are searching for the sustainable strategic differentiator in their industries. Research has shown that focusing on the total customer experience can lead to this differentiation and competitor advantage. Organisations need to understand their customers, what their deep needs and wants are, how to measure the total customer experience and what the expectations of customer are.
| Media | Books Paperback Book (Book with soft cover and glued back) |
| Released | May 24, 2011 |
| ISBN13 | 9783844396560 |
| Publishers | LAP LAMBERT Academic Publishing |
| Pages | 340 |
| Dimensions | 150 × 19 × 226 mm · 524 g |
| Language | German |
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