Search the World's Largest Database of Information Science & Technology Terms & Definitions
InfInfoScipedia LogoScipedia
A Free Service of IGI Global Publishing House
Below please find a list of definitions for the term that
you selected from multiple scholarly research resources.

What is Customer Experience Management

Chapter 8
Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices
Means the design of the level and quality of interaction between the business and the customer. This interaction is a process that starts before the purchase and continues until after the purchase.
Published in Chapter:
Experiential Marketing and Practices: The Perspective of Customer Satisfaction and Loyalty
Talha Bayır (Şırnak University, Turkey)
Copyright: © 2022 |Pages: 23
DOI: 10.4018/978-1-6684-4380-4.ch008
Abstract
Experiential marketing creates lasting happiness and satisfaction by influencing the desires and emotions of consumers at the point of transforming the product or service into utility and symbolic value. This study aims to look at the examples and outputs of experiential marketing, which is one of the important marketing approaches to achieving customer satisfaction and customer loyalty. For this purpose, the concept of experiential marketing, dimensions of experiential marketing, stages of customer experience management, experiential marketing practices (Starbucks, IKEA, Nike Town, Disneyland, and Abercrombie & Fitch) customer satisfaction, and customer loyalty are discussed theoretically in this study. Then, the effect of experiential marketing practices on customer satisfaction and customer loyalty is presented. Finally, theoretical information is presented that experiential marketing application examples are an important tool in creating permanent happiness and satisfaction by influencing the sense of pleasure of consumers in the conclusion part.
Full Text Chapter Download: US $37.50 Add to Cart
More Results
Chapter 3
Customer Experience Management
It is the process of strategic management by the business of all the experiences of the customers that may occur over time when interacting with the business, product, or service.
Published in Chapter: Customer Experience Management; From: Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 16
Customer Experience Management System at a University's Student Support Services: An Organizational Ambidexterity Perspective
A strategy that requires organizations to know what is important to customers at each stage of the customer journey. It assumes a hedonic component, since it corresponds to the notion of quality based on experience. The skillful management of customer experience – which can include awareness-raising, attraction, cultivation and advocacy efforts – enhances customer satisfaction and delivers gains throughout organizations. Its ultimate goal is to optimize interactions from the customer's point of view, and, as a result, develop enhanced customer loyalty.
Published in Chapter: Customer Experience Management System at a University's Student Support Services: An Organizational Ambidexterity Perspective; From: Handbook of Research on Innovations in Information Retrieval, Analysis, and Management
Full Text Chapter Download: US $37.50 Add to Cart
eContent Pro Discount Banner
InfoSci OnDemandECP Editorial ServicesAGOSR