Focusing on the Customer Experience and Delivering Great Customer Service

Joanne Scheff Bernstein

Chapter Chapter 16 in Standing Room Only, 2014, pp 345-356 from Palgrave Macmillan

Abstract: Abstract Great customer service is dependent on the marketer mastering the art and science of patron knowledge and understanding. The science is in the database and all the market research undertaken to better understand customers’ attitudes, preferences, interests, and behavior. The art is in how this information is used in designing and improving the customer experience.1

Date: 2014
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DOI: 10.1007/978-1-137-37569-8_17

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