Cover; Copyright Page; Contents; Part One; Preface; Chapter One: Boiled Frogs and Other Phenomena; Chapter Two: The New Customer: Boomers and Beyond; Chapter Three: It's the Experience that Counts; Part Two; A; B; C; D; E; F; G; H; I; L; M; N; O; P; Q; R; S; T; U; V; W; Y; Z; Back
Summary
Explaining the evolution and prospects of "experience economy" customer, this work offers practical guidance for exceeding expectations and provides suggestions for service issues particular to funeral homes, such as first impressions, telephone skills, competition, and arrangements
