Portada del libro de Customer Experience
Título del libro:

Customer Experience

Customer relationship management, Good (economics), Service (economics), Brand

Chromo Publishing (2011-10-03 )

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ISBN-13:

978-613-7-25731-9

ISBN-10:
6137257312
EAN:
9786137257319
Idioma del libro:
Inglés
Notas y citas / Texto breve:
Please note that the content of this book primarily consists of articles available from Wikipedia or other free sources online. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. Analysts and commentators who write about customer experience and customer relationship management have increasingly recognized the importance of managing the customer's experience. Customers receive some kind of experience, ranging from positive to negative, during the course of buying goods and services. Thompson and Kolsky say that “an experience is defined as the sum total of conscious events. As such, a supplier cannot avoid creating an experience every time it interacts with a customer” (2004). Furthermore, it has been shown that a customer’s perception of an organisation is built as a result of their interaction across multiple-channels, not through one channel, and that a positive customer experience can result in increased share of wallet and repeat business.
Editorial:
Chromo Publishing
Sitio web:
http://www.alphascript-publishing.com
Editado por:
Adam Cornelius Bert
Número de páginas:
80
Publicado en:
2011-10-03
Stock:
Disponible
Categoría:
Economía
Precio:
34.00 €
Palabras clave:
Supplier, Discovery, Experience, Customer, service, Suppliermanagement, Service

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