Titlebook: Building Great Customer Experiences; Colin Shaw,John Ivens Book 2002 Palgrave Macmillan, a division of Macmillan Publishers Limited 2002 b

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The future of customer experience,eople preparing for the customer experience tsunami. We hope that you now recognise that the customer experience is the next competitive battleground, as do the senior business leaders we have spoken with. We believe we have highlighted some of the problems and pitfalls, opportunities and solutions

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