TY - JOUR
T1 - Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies
AU - Marker, Anthony
N1 - Peter C. Honebein is a business consultant and adjunct faculty member at Indiana University and University of Nevada, Reno, with a Ph.D. from Indiana University. He is the author of numerous articles and the book Strategies for Effective Customer Education. Roy F. Cammarano is a business consultant and a former division president with Premiere Global Services.
PY - 2007/8
Y1 - 2007/8
N2 - If you're like me, your bookshelf is already bulging with good books that you mean to read but have not made time to pull off the shelf. If that is the case, you might be tempted to shy away from a book with the American Marketing Association logo on the title page.However, if you have a hand in creating or shaping self-service activities with your organization’s customers, I urge you to give this book a closer look. Honebein and Cammarano provide a model, based on long-established and proven principles, for changing the nature of and enhancing the experiences that customers have when using an organization’s products and services. To be sure,this book has a somewhat narrow focus on changing and enhancing self-service customer relationships in service,retail, and, to a lesser extent, manufacturing industries.However, it is precisely because it has a finely tuned focus that it is able to cover new ground.
AB - If you're like me, your bookshelf is already bulging with good books that you mean to read but have not made time to pull off the shelf. If that is the case, you might be tempted to shy away from a book with the American Marketing Association logo on the title page.However, if you have a hand in creating or shaping self-service activities with your organization’s customers, I urge you to give this book a closer look. Honebein and Cammarano provide a model, based on long-established and proven principles, for changing the nature of and enhancing the experiences that customers have when using an organization’s products and services. To be sure,this book has a somewhat narrow focus on changing and enhancing self-service customer relationships in service,retail, and, to a lesser extent, manufacturing industries.However, it is precisely because it has a finely tuned focus that it is able to cover new ground.
UR - https://doi.org/10.1002/pfi.149
U2 - 10.1002/pfi.149
DO - 10.1002/pfi.149
M3 - Article
VL - 46
JO - Performance Improvement
JF - Performance Improvement
IS - 7
ER -