10 papers analyzed
These studies suggest that customer experience involves managing interactions and environments to enhance satisfaction, loyalty, and competitive advantage through strategic, technological, and holistic approaches.
Customer experience (CX) is a critical aspect of modern business strategy, encompassing every interaction a customer has with a company. It includes direct interactions such as customer service and indirect interactions like advertising and packaging. Understanding and managing customer experience is essential for fostering customer satisfaction, loyalty, and competitive advantage.
Holistic and Multi-Dimensional Nature of CX:
Importance of Managing CX Across Touchpoints:
Customer Expectations and Satisfaction:
Strategic Importance of CX:
Measurement and Improvement of CX:
Future Research and Development:
Customer experience is a multi-faceted and holistic concept that requires comprehensive management across all customer touchpoints. Companies must bridge the gap between perceived and actual customer experiences to enhance satisfaction and loyalty. Strategic management of customer experience, supported by appropriate measurement tools, is essential for achieving competitive advantage. Future research should continue to explore the complexities of customer experience to provide deeper insights and practical tools for businesses.
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