Crafting the customer experience for people not like you : how to delight and engage the customers your competitors don't understand /
McDonald, Kelly,1961-author.
"Published simultaneously in Canada"--Title page verso.
Includes index.
How tweaking the customer experience grows your business -- Technology armed consumers with mighty big bullets -- The purchase funnel : understanding the customer experience from top to bottom -- We're not "one size fits all" anymore -- How to think like people not like you -- How to build social media into the customer experience -- Your employees may kill your business, unless they know how to serve customers who aren't like them -- Seven principles for creating a customer experience for people not like you -- Matures, boomers, Gen X, Gen Y, and Gen Z -- Women and families -- Hispanics/Latinos -- Serving different racial and ethnic communities -- Gay, lesbian, bisexual, and transgendered customers.
Customer services.
Customer relations
Consumer satisfaction.
Also issued online.