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Customer Experience Management
2009Customer Experience Management (CEM) ist der Prozess des strategischen Managements aller Erlebnisse des Kunden mit einer Marke an samtlichen Kontaktpunkten. CEM ist ein kundenorientiertes Konzept, d.h. im Mittelpunkt stehen der Kunde und die Analyse des Kundenerlebnisses, aus der das Management eine kundenzentrierte Strategie und Implementierungen ...
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Journal of Retailing, 2009
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels, In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience front a holistic perspective. We propose a conceptual model.
Verhoef, Peter C. +6 more
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Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels, In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience front a holistic perspective. We propose a conceptual model.
Verhoef, Peter C. +6 more
openaire +1 more source
Touchpoint, the Journal of Service Design, 2017
With the rise of user experience (UX) in the last years, traditional customer journey maps have been evolving into experience maps. An experience map visualises the customer’s steps before, during and after using a service (i.e. the customer journey), and when and how the customer interacts with the touch points of the service provider.
Overkamp, L., Liefhebber, K., Lu, Y.
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With the rise of user experience (UX) in the last years, traditional customer journey maps have been evolving into experience maps. An experience map visualises the customer’s steps before, during and after using a service (i.e. the customer journey), and when and how the customer interacts with the touch points of the service provider.
Overkamp, L., Liefhebber, K., Lu, Y.
openaire +1 more source
Understanding Customer Experience Throughout the Customer Journey
Journal of Marketing, 2016Peter C Verhoef
exaly