Results 251 to 260 of about 911,249 (301)
Some of the next articles are maybe not open access.
Customer experience modeling: from customer experience to service design
Journal of Service Management, 2012PurposeCustomer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.Design/methodology/approachIntegrating contributions from different fields, CEM was conceptually developed to represent ...
Jorge Teixeira +5 more
openaire +1 more source
Managing your customer experience: the Customer Experience Pyramid™
2002There are no truer words spoken than these. Ask the great football (soccer) managers or American Football coaches if they achieved their success by leaving things to chance. Ask them if they have a style of play, a plan for each game, tactics they deployed to win a game. Of course they do.
Colin Shaw, John Ivens
openaire +1 more source
Customer Experience of Libraries
Library Review, 1994Seeks to explore aspects of the total customer experience in libraries, initially through three simple case studies, and subsequently by identifying some of the factors that might influence the customer experience. Proposes a methodology using walk‐through audits for monitoring total customer experience.
openaire +2 more sources
Customer Experience und Customer Journey
2018Damit im Zusammenhang mit Ihrem Unternehmen die guten Geschichten erzahlt werden, ist es entscheidend, jeden einzelnen „Touchpoint“ zu einer guten Erfahrung werden zu lassen und negative Erlebnisse zu vermeiden. Unternehmen, die es mit Geschaftskunden zu tun haben, sollten ihre gesamten Prozesse auf die Gestaltung ihrer Kontaktpunkte ausrichten.
openaire +1 more source
Customer Experience Management
2016Im Zuge sich verandernder Markt- und Wettbewerbsbedingungen sowie Anderungen im Konsumentenverhalten, welche die derzeitigen Aktivitaten von Unternehmen masgeblich pragen, kommt dem Customer Experience Management eine zentrale Bedeutung zu.
Heinrich Holland, Nandhini Ramanathan
openaire +1 more source
Understanding customer experience.
Harvard business review, 2007Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection.
Christopher, Meyer, Andre, Schwager
openaire +1 more source
2016
Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management.
openaire +1 more source
Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management.
openaire +1 more source
Factors influencing customer experience management and customer experience value
Experience economy has changed the way firms conduct business. Firms need to provide a superior and memorable experience to sustain a competitive advantage. This study examines underlying factors affecting customer experience value in hotel industry context.openaire +1 more source