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Customer experience in marketing: History, concept and management [PDF]
Marketing (Beograd. 1991), 2017 Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In
Štavljanin Velimir
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Testing the customer experience management model in E-banking [PDF]
مدیریت بازرگانی, 2022 Objective In the field of e-banking services, banks and service providers have identified and focused on customer experience management as a strategic transition, and applying this approach has led to the promotion of profitable customer behaviors and ...
Vahid , Nasehifar +3 more
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SAGE Open, 2023 In order to promote the innovative development of mobile fitness APP, based on value cocreation theory of customer-dominant logic, this paper discusses how the customer knowledge management, flow experience and customer involvement affect customer value ...
Chao Wang, Zhigang Wang
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Marketing of Scientific and Research Organizations, 2023 This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer ...
Nwankwo Cosmas Anayochukwu +1 more
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At-Risk Brand Relationships and Threats to the Bottom Line
GfK Marketing Intelligence Review, 2018 Like a stock portfolio, each relationship type offers a brand higher or lower growth opportunities and risks. The type of relationship is particularly relevant in brand crisis events.
Hupp Oliver +2 more
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Designing a Model to Manage the Experience of Banking Service Customers [PDF]
کاوشهای مدیریت بازرگانی, 2019 The present study aims to design a model to manage the experience of banking service customers. The research method is qualitative. Data collection and data analysis were conducted based on the grounded theory method.
Ebrahim Heshmati +2 more
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Customer Experience of Electronic Services in Information Technology Organizations Based on Digital Developments [PDF]
International Journal of Digital Content Management, 2022 Purpose: Customer experience management is one of the most important activities for managers who are trying to grow and develop to achieve a favorable competitive position. The purpose of this study is to evaluate the dimensions of customer experience in
Fatemeh Saeedi +2 more
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Understanding and Managing Customer Experiences
, 2022 Peer ...
Jaakkola, Elina +2 more
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Towards a holistic customer experience management framework for enterprises
South African Journal of Industrial Engineering, 2016 We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM).
De Vries, Marne, Du Plessis, Liezl
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Application of the Design Thinking Method in Customer Experience Management
Marketing of Scientific and Research Organizations, 2021 The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case ...
Prorok Michał, Kosicka Izabela
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