Smith, Shaun Managing the customer experience : turning customers into advocates / Shaun Smith and Joe Wheeler - London : Financial Times Prentice Hall, 2002 - 254 p. : ill. Includes index ISBN: 0273661957 Subjects--Topical Terms: CUSTOMER RELATIONSRELATIONSHIP MARKETINGCUSTOMER IOYALTY LC Class. No.: HF5415.5 / S647M