How to Improve Customer Experience in 5 Strategic Steps! v1

protocols.io ◽  
2021 ◽  
Author(s):  
Royal Noobs Plays
Keyword(s):  
2020 ◽  
Author(s):  
Si Shi ◽  
Yi Wang ◽  
Xuanzhu Chen ◽  
Qian Zhang

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.


2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.


2019 ◽  
Vol 2019 ◽  
pp. 798-798
Author(s):  
Kyeong Kook Jang ◽  
◽  
Joonheui Bae ◽  
Kyung Hoon Kim
Keyword(s):  

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