TY  - BOOK
AU  - Smith,Shaun
AU  - Wheeler,Joe
TI  - Managing the customer experience: turning customers into advocates 
SN  - 0273661957
PY  - 2002///
CY  - London
PB  - Financial Times Prentice Hall
KW  - Customer relations
KW  - Relationship marketing
KW  - Customer loyalty
ER  -