The Total Customer Experience

Daniel J. Weinfurter

Chapter Chapter 9 in Second Stage Entrepreneurship, 2013, pp 141-155 from Palgrave Macmillan

Abstract: Abstract MOST PEOPLE UNDERSTAND THAT GREAT companies—the ones we talk about, write about, and are passionate about—base much of their ongoing success on what is called the total customer experience. From the first contact to final fulfillment, these companies make sure that every interaction with their customers delivers satisfaction. They have made this part of their cultural DNA; they understand that a commitment to an exemplary level of customer service is vital to success because the best spokesperson for any business is a completely satisfied customer.

Date: 2013
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DOI: 10.1007/978-1-137-33714-6_10

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