{"id":20813,"date":"2025-12-09T09:11:35","date_gmt":"2025-12-09T09:11:35","guid":{"rendered":"https:\/\/impactassociates.ae\/?p=20813"},"modified":"2025-12-09T09:11:37","modified_gmt":"2025-12-09T09:11:37","slug":"managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers","status":"publish","type":"post","link":"https:\/\/impactassociates.ae\/ar\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/","title":{"rendered":"Managing Customer Experience and Relationships &#8211; Foreword by Philip Kotler, By Don Peppers and Martha Rogers"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Why This Book Matters<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You see it every day. Organizations across the region talk about \u201ccustomer focus,\u201d but very few translate the idea into daily practice. Leaders want loyalty, trust, and repeat engagement, yet their systems still treat every customer exactly the same.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This book was chosen because it solves that gap.<br>It shows how any organization can shift from transactional thinking to relationship-building\u2014using simple steps, real examples, and a clear framework. It is especially useful for readers working in government and service-driven sectors, where personal connection, respect, and trust remain central to customer expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">The Story the Book Tells<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">The Old Way<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The story begins with how businesses used to operate.<br>Everyone focused on products, mass marketing, and selling to as many people as possible. Customers were lumped into broad groups, and companies depended on advertising rather than meaningful contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But things changed.<br>Technology advanced, customers became more informed, and expectations rose. Suddenly, treating people as numbers no longer worked.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">The Turning Point<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Peppers and Rogers introduce a new way of thinking:<br>Your real competitive advantage is not your product, but your relationship with each customer.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When a company listens, remembers, and adapts, it creates what the authors call a Learning Relationship. Each interaction teaches you something. Each improvement makes the customer more willing to return. Over time, loyalty grows\u2014not through discounts, but through trust and relevance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">The Framework<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The book then reveals the method that makes this story actionable: the <strong>IDIC Model<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Identify<\/strong> customers as individuals.<\/li>\n\n\n\n<li><strong>Differentiate<\/strong> them by value and by need.<\/li>\n\n\n\n<li><strong>Interact<\/strong> consistently and meaningfully.<\/li>\n\n\n\n<li><strong>Customize<\/strong> experiences based on what you learn.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">It is a simple formula that turns scattered customer data into structured relationship-building.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">The Evidence<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The authors support their message with numbers and real cases.<br>They show that customers who stay longer become far more profitable. They cost less to serve, buy more, and recommend your organization to others. They also reveal that companies lose millions when they ignore retention or rely only on traditional marketing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">What Readers Gain<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This book speaks directly to the strengths and expectations of our region.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You gain a system that builds on our cultural values: personal attention, trust, consistency, and respect. You also learn how to apply this thinking to government services, citizen experiences, and the customer journeys of modern organizations across the UAE and the wider world.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You walk away knowing how to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Treat each customer as an individual with real needs.<\/li>\n\n\n\n<li>Build loyalty without price wars.<\/li>\n\n\n\n<li>Use data to improve experiences, not overwhelm people.<\/li>\n\n\n\n<li>Strengthen reputation through every touchpoint.<\/li>\n\n\n\n<li>Make customer relationships part of your strategy, not just your marketing.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">A Practical Method You Can Use Today<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To help you turn the book\u2019s message into action, follow this simple method:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Map Your Customers<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">List your main customer types and what information you need to serve them better.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Differentiate by Value and Need<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Identify which customers create the most long-term value and what each group expects.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Build Stronger Interactions<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure every channel remembers the last step the customer took.<br>No repeating. No disconnects.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Personalize One Step<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Start with a single improvement\u2014reminders, tailored messages, or simplified procedures.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. Track Relationship Signals<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Monitor retention, repeat use, referrals, and cost-to-serve.<br>These signals show whether your relationships are growing stronger.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Final Word<\/mark><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This book tells a story every organization should hear:<br>When you treat customers as individuals\u2014not transactions\u2014you unlock value that lasts.<br>This is the story Peppers and Rogers tell so clearly, and it is the story every leader in the region needs as they build the next generation of customer experience.<\/p>","protected":false},"excerpt":{"rendered":"<p>Why This Book Matters You see it every day. Organizations across the region talk about \u201ccustomer focus,\u201d but very few translate the idea into daily practice. Leaders want loyalty, trust, and repeat engagement, yet their systems still treat every customer exactly the same. This book was chosen because it solves that gap.It shows how any [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":20814,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[41],"tags":[59],"class_list":["post-20813","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-reviews","tag-business-enablement"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/impactassociates.ae\/ar\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates\" \/>\n<meta property=\"og:description\" content=\"Why This Book Matters You see it every day. Organizations across the region talk about \u201ccustomer focus,\u201d but very few translate the idea into daily practice. Leaders want loyalty, trust, and repeat engagement, yet their systems still treat every customer exactly the same. This book was chosen because it solves that gap.It shows how any [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/impactassociates.ae\/ar\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/\" \/>\n<meta property=\"og:site_name\" content=\"impactassociates\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/people\/ImpactAsscoiates\/61573604234617\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-12-09T09:11:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-09T09:11:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"785\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Author\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ImpactAss\" \/>\n<meta name=\"twitter:site\" content=\"@ImpactAss\" \/>\n<meta name=\"twitter:label1\" content=\"\u0643\u064f\u062a\u0628 \u0628\u0648\u0627\u0633\u0637\u0629\" \/>\n\t<meta name=\"twitter:data1\" content=\"Author\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u0648\u0642\u062a \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u0627\u0644\u0645\u064f\u0642\u062f\u0651\u0631\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 \u062f\u0642\u0627\u0626\u0642\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/\"},\"author\":{\"name\":\"Author\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#\\\/schema\\\/person\\\/0033d5895c4a8929d901ff5a6e730a1f\"},\"headline\":\"Managing Customer Experience and Relationships &#8211; Foreword by Philip Kotler, By Don Peppers and Martha Rogers\",\"datePublished\":\"2025-12-09T09:11:35+00:00\",\"dateModified\":\"2025-12-09T09:11:37+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/\"},\"wordCount\":612,\"publisher\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/book_cover_1200x785.webp\",\"keywords\":[\"Business Enablement\"],\"articleSection\":[\"Reviews\"],\"inLanguage\":\"ar\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/\",\"url\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/\",\"name\":\"Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/book_cover_1200x785.webp\",\"datePublished\":\"2025-12-09T09:11:35+00:00\",\"dateModified\":\"2025-12-09T09:11:37+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#breadcrumb\"},\"inLanguage\":\"ar\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#primaryimage\",\"url\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/book_cover_1200x785.webp\",\"contentUrl\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/book_cover_1200x785.webp\",\"width\":1200,\"height\":785},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/impactassociates.ae\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Managing Customer Experience and Relationships &#8211; Foreword by Philip Kotler, By Don Peppers and Martha Rogers\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#website\",\"url\":\"https:\\\/\\\/impactassociates.ae\\\/\",\"name\":\"impact associates\",\"description\":\"impactassociates\",\"publisher\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#organization\"},\"alternateName\":\"impact associates\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/impactassociates.ae\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ar\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#organization\",\"name\":\"impactassociates\",\"url\":\"https:\\\/\\\/impactassociates.ae\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/02\\\/cropped-cropped-logo.png\",\"contentUrl\":\"https:\\\/\\\/impactassociates.ae\\\/wp-content\\\/uploads\\\/2025\\\/02\\\/cropped-cropped-logo.png\",\"width\":649,\"height\":226,\"caption\":\"impactassociates\"},\"image\":{\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/people\\\/ImpactAsscoiates\\\/61573604234617\\\/\",\"https:\\\/\\\/x.com\\\/ImpactAss\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/impactassociates.ae\\\/#\\\/schema\\\/person\\\/0033d5895c4a8929d901ff5a6e730a1f\",\"name\":\"Author\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g\",\"caption\":\"Author\"},\"url\":\"https:\\\/\\\/impactassociates.ae\\\/ar\\\/author\\\/author\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/impactassociates.ae\/ar\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/","og_locale":"ar_AR","og_type":"article","og_title":"Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates","og_description":"Why This Book Matters You see it every day. Organizations across the region talk about \u201ccustomer focus,\u201d but very few translate the idea into daily practice. Leaders want loyalty, trust, and repeat engagement, yet their systems still treat every customer exactly the same. This book was chosen because it solves that gap.It shows how any [&hellip;]","og_url":"https:\/\/impactassociates.ae\/ar\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/","og_site_name":"impactassociates","article_publisher":"https:\/\/www.facebook.com\/people\/ImpactAsscoiates\/61573604234617\/","article_published_time":"2025-12-09T09:11:35+00:00","article_modified_time":"2025-12-09T09:11:37+00:00","og_image":[{"width":1200,"height":785,"url":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp","type":"image\/webp"}],"author":"Author","twitter_card":"summary_large_image","twitter_creator":"@ImpactAss","twitter_site":"@ImpactAss","twitter_misc":{"\u0643\u064f\u062a\u0628 \u0628\u0648\u0627\u0633\u0637\u0629":"Author","\u0648\u0642\u062a \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u0627\u0644\u0645\u064f\u0642\u062f\u0651\u0631":"3 \u062f\u0642\u0627\u0626\u0642"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#article","isPartOf":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/"},"author":{"name":"Author","@id":"https:\/\/impactassociates.ae\/#\/schema\/person\/0033d5895c4a8929d901ff5a6e730a1f"},"headline":"Managing Customer Experience and Relationships &#8211; Foreword by Philip Kotler, By Don Peppers and Martha Rogers","datePublished":"2025-12-09T09:11:35+00:00","dateModified":"2025-12-09T09:11:37+00:00","mainEntityOfPage":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/"},"wordCount":612,"publisher":{"@id":"https:\/\/impactassociates.ae\/#organization"},"image":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#primaryimage"},"thumbnailUrl":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp","keywords":["Business Enablement"],"articleSection":["Reviews"],"inLanguage":"ar"},{"@type":"WebPage","@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/","url":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/","name":"Managing Customer Experience and Relationships - Foreword by Philip Kotler, By Don Peppers and Martha Rogers - impactassociates","isPartOf":{"@id":"https:\/\/impactassociates.ae\/#website"},"primaryImageOfPage":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#primaryimage"},"image":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#primaryimage"},"thumbnailUrl":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp","datePublished":"2025-12-09T09:11:35+00:00","dateModified":"2025-12-09T09:11:37+00:00","breadcrumb":{"@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#breadcrumb"},"inLanguage":"ar","potentialAction":[{"@type":"ReadAction","target":["https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/"]}]},{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#primaryimage","url":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp","contentUrl":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/12\/book_cover_1200x785.webp","width":1200,"height":785},{"@type":"BreadcrumbList","@id":"https:\/\/impactassociates.ae\/managing-customer-experience-and-relationships-foreword-by-philip-kotler-by-don-peppers-and-martha-rogers\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/impactassociates.ae\/"},{"@type":"ListItem","position":2,"name":"Managing Customer Experience and Relationships &#8211; Foreword by Philip Kotler, By Don Peppers and Martha Rogers"}]},{"@type":"WebSite","@id":"https:\/\/impactassociates.ae\/#website","url":"https:\/\/impactassociates.ae\/","name":"impact associates","description":"impactassociates","publisher":{"@id":"https:\/\/impactassociates.ae\/#organization"},"alternateName":"impact associates","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/impactassociates.ae\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ar"},{"@type":"Organization","@id":"https:\/\/impactassociates.ae\/#organization","name":"impactassociates","url":"https:\/\/impactassociates.ae\/","logo":{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/impactassociates.ae\/#\/schema\/logo\/image\/","url":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/02\/cropped-cropped-logo.png","contentUrl":"https:\/\/impactassociates.ae\/wp-content\/uploads\/2025\/02\/cropped-cropped-logo.png","width":649,"height":226,"caption":"impactassociates"},"image":{"@id":"https:\/\/impactassociates.ae\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/people\/ImpactAsscoiates\/61573604234617\/","https:\/\/x.com\/ImpactAss"]},{"@type":"Person","@id":"https:\/\/impactassociates.ae\/#\/schema\/person\/0033d5895c4a8929d901ff5a6e730a1f","name":"Author","image":{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/secure.gravatar.com\/avatar\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/b6da70c978231e1afb28cb25665b45d8c46151af1f5259e3902b18945d768b6b?s=96&d=mm&r=g","caption":"Author"},"url":"https:\/\/impactassociates.ae\/ar\/author\/author\/"}]}},"_links":{"self":[{"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/posts\/20813","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/comments?post=20813"}],"version-history":[{"count":0,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/posts\/20813\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/media\/20814"}],"wp:attachment":[{"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/media?parent=20813"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/categories?post=20813"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/impactassociates.ae\/ar\/wp-json\/wp\/v2\/tags?post=20813"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}