The Customer Experience Model

Lemon, Katherine and Verhoef, Peter (2016), “Understanding Customer Experience throughout the Customer Journey”, Journal of Marketing: AMA/MSI Special Issue, Vol. 80, November, pp. 69–96. Lesterwunderman.com (2014), “Words”, ...

The Customer Experience Model

For any company, defining the most efficient marketing concept to create a competitive customer experience (CX) is vital for sustained development. The focus of this research is the creation of a comprehensible practical approach to the development of client experience: the Сustomer Experience Model (CXM). The practical application of the CX model will allow companies to create value for their customers and key stakeholders, thus generating the necessary profit and building conditions for further development. Balancing academic research and real-world applications, The Customer Experience Model provides a framework that readers can understand and utilize to implement improvements in a company. In this work the readers also will learn about application in customer experience formation of such concepts as "systems thinking", "learning organization", "Lewinian Experiential learning cycle". The role of a leader in the formation of an effective customer experience will be shown as well. Also the readers will get an obvious idea of how to plan customer experience and measure its effectiveness. The Customer Experience Model shows the latest state of knowledge on the topic and will be of interest both to students of business schools and universities at an advanced level, academics and reflective practitioners in the fields of leadership, organizational studies, marketing, and strategic management and consulting.

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The Customer Experience Model
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For any company, defining the most efficient marketing concept to create a competitive customer experience (CX) is vital for sustained development. The focus of this research is the creation of a comprehensible practical approach to the development of client experience: the Сustomer Experience Model (CXM). The practical application of the
Modelling Autonomic Communication Environments
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This book constitutes the refereed proceedings of the 5th IEEE International Workshop on Modelling Autonomic Communications Environments, MACE 2010, held in Niagara Falls, Canada, in October 2010, as part of the 6th International Conference on Network and Service Management, CNSM 2010. The 10 full papers presented were carefully reviewed and
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Pages: 170
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Customer Experience Management in Modern Marketing is a dynamic approach to the co-creation of value through the relationship. The book, chapter by chapter provides information, examples of how to develop and create a lasting experience for your customers
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Pages: 14
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