Customer experience - Knowledge (XXG)

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accurately than passive activities. This is because customers in these moments are per definition the 'experts of use'. Participants within a study were able to recount previous luxury driving experiences due to its high involvement. However, this can also have a negative effect on the customer's experience. Just as active, hands-on experiences can greatly develop value creation, they can also greatly facilitate value destruction (Tynan, McKechnie & Hartly, 2014). This is related to a customer's satisfaction with their experience. By understanding what causes satisfaction or dissatisfaction with a customer's experience, management can appropriately implement changes within their approach (Ren, Wang & Lin, 2016). A study on the customer experience in budget hotels revealed interesting results. Customer satisfaction was largely influenced by tangible and sensory dimensions. This included cleanliness, shower comfort, and room temperature, just to name a few. As budget hotels are cheap, customers expected the basic elements to be satisfactory and the luxury elements to be non-existent. If these dimensions did not reach an appropriate standard, satisfaction would decline, resulting in a negative experience (Ren, Wang & Lin, 20 16).

539:(Andajani, 2015). Therefore, a shopping centre's reputation that a store is located in will affect a brand's customer experience. At the same time, it is important to provide a seamless integrated experience that goes beyond individual transactions and enhances overall brand perception. This is an example of the shopping environment effecting a customer's experience. A study by Hart, Stachow and Cadogan (2013) found that a consumer's opinion of a town centre can affect the opinion of the retail stores operating within both negatively and positively. They shared an example of a town centre's management team developing synergy between the surrounding location and the retail stores. A location bound with historical richness could provide an opportunity for the town centre and local businesses to connect at a deeper level with their customers. They suggested that town centre management and retail outlets should work cooperatively to develop an effective customer experience. This will result in all stores benefiting from 672:

organization. It needs to be noted that there isn't a specific set of rules or steps to follow as companies (in their various industries) will have different strategies. Therefore, development into the conceptual and theoretical aspects is needed, based on customers' perspectives on the brand experience. This can be seen through different scholarly research. The reasoning behind the interest in CEM increasing so significantly is because businesses are looking for competitive differentiation. Businesses want to be more profitable and see this as a means to do so. Hence why businesses want to offer a better experience to their customers and want to manage this process efficiently. In order to gain success as a business customers need to be understood. In order to fully utilise the models used in practice, academic research that is conducted can assist the practical aspect. This along with recognising past customer experiences can help manage future experiences.

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become a staple within businesses and brands to combat growing competition (Andajani, 2015). Many consumers are well informed, they are able to easily compare two similar products or services together. Therefore, consumers are looking for experiences that can fulfil their intentions(Ali, 2015). A brand that can provide this gains a competitive advantage over its competition. A study by Ali (2015) found that developing a positive behavioural culture created a greater competitive advantage in the long term. He looked at the customer experience at resort hotels and discovered that providing the best hotel service was not sufficient. To optimise a customer's experience, management must also consider the

777:(CRM) is the "establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and organizations". The official definition of CRM by the Customer Relationship Management Research Center is "a strategy used to learn more about the customers' needs and behaviours in order to develop stronger relationships with them". The purpose of this strategy is to change the approach to customers and improve the experience for the consumer by making the supplier more aware of their buying habits and frequencies. 704:

communication (Dahlen, et al. 2010, p. 39). The adjusted model shows the source sending a message either to the media or directly to an opinion leader/s and/or opinion former (Model, actress, credible source, trusted figure in society, YouTuber/reviewer), which sends a decoded message to the receiver (Dahlen et al. 2010, p. 39). The adjusted model is a form of interpersonal communication where feedback is almost instantaneous with receiving the message. The adjusted model means that there are many more platforms of marketing with the use of

679:(NPS). This indicates out of a score of ten if a customer would recommend a business to other people. With scores of nine and ten these people are called protractors and will recommend others to the given product but on the other end of the spectrum are detractors, those who give the score of zero to six. Subtracting the detractors from the protractors gives the calculation of advocacy. Those businesses with higher scores are likely to be more successful and give a better customer experience. 486: 708:, which connects people with more touchpoints. Marketers use the digital experience to enhance the customer experience (Dahlen et al. 2010, p. 40). Enhancing digital experiences influences changes to the CEM, the customer journey map and IMC. The adjusted model allows marketers to communicate a message designed specifically for the 'followers' of the particular opinion leader or opinion former, sending a personalised message and creating a digital experience. 438:

emerged as a vital strategy for all retail businesses that are facing competition. According to Holbrook & Hirschman studies(1982) customer experience can be defined as a whole event that a customer comes into contact with when interacting with a certain business. This experience often affects the emotions of the customer. The whole experience occurs when the interaction takes place through the stimulation of goods and services consumed.

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needs to be analysed to understand this journey. Business flexibility and responsiveness are vital in the ever-changing digital customer environment, as customers are constantly connected to businesses and their products. Customers are now instant product experts due to various digital outlets and form their own opinions on how and where to consume products and services. Businesses use customer values and create a plan to gain a

530:. The overall customer experience must be considered. The development of a positive customer experience is important as it increases the chances of a customer to make continued purchases and develops brand loyalty (Kim & Yu, 2016). Brand loyalty can turn customers into advocates, resulting in a long term relationship between both parties (Ren, Wang & Lin, 2016). This promotes word-of-mouth and turns the customer into a 897:'s time frame, channels (telephone, email, in-app messages, social media, forums, recommendations), first actions (problem acknowledgment), and last actions (recommendations or subscription renewal). Customer Journey Maps are good storytelling conduits – they communicate to the brand the journey, along with the emotional quotient, that the customer experiences at every stage of the buyer journey. 132: 234: 36: 77: 445:, titled "Engineering Customer Experiences", where they defined experience as "the 'take-away' impression formed by people's encounters with products, services and businesses — a perception produced when humans consolidate sensory information." They argued that the new approach must focus on total experience as the key customer value proposition. 877:, which are the moments in which firms can interact with their current or potential customers. Managers use visualizations called customer journey mapping (CJM) to represent the sequences of interactions between firms and customers to identify opportunities for interaction. Understanding CJM also allows for corporations to reduce 927:

emotions, depending on what the consumer is looking for. For example, a crowded retail environment may be exciting for a consumer seeking entertainment, but create an impression of inattentive customer service and frustration to a consumer who may need help looking for a specific product to meet an immediate need.

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Sales experience is a subset of the customer experience. Whereas customer experience encompasses the sum of all interactions between an organization and a customer over the entire relationship, sales experience is focused exclusively on the interactions that take place during the sales process and up

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and has been utilized as a tool for visualizing intangible services. A customer journey map shows the story of the customer's experience. It not only identifies key interactions that the customer has with the organization, but it also brings the user's feelings, motivations, and questions for each of

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Today, retail stores tend to exist in shopping areas such as malls or shopping districts. Very few operate in areas alone (Tynan, McKechnie & Hartly, 2014). Customer experience is not limited to the purchase alone. It includes all activities that may influence a customer's experience with a brand

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for the brand. Potential customers can develop opinions through another's experiences. Males and females both respond differently to brands and therefore, will experience the same brand differently. Males respond effectively to relational, behavioural and cognitive experiences whereas females respond

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However, customer experience management, and in particular design for experiences, is not only relevant for the private sector but also increasingly important in the public sector, especially in the age of digitalizaiton where public service users cocreate value by integrating resources from multiple

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The type of experience seen through a marketing perspective is put forward by Pine & Gilmore which they state that an experience can be unique which may mean different individuals will not have the same level of experience that may not be memorable to the person, therefore, it won't be remembered

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Customer journey maps take into account people's mental models (how things should behave), the flow of interactions, and possible touchpoints. They may combine user profiles, scenarios, and user flows; and reflect the thought patterns, processes, considerations, paths, and experiences that people go

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in nature. Due to the growth and importance of social media and digital advancement, these aspects need to be understood by businesses to be successful in this era of customer journeys. With tools such as Facebook, Instagram and Twitter having such prominence, there is a constant stream of data that

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There are many elements in the shopping experience associated with a customer's experience. Customer service, a brand's ethical ideals and the shopping environment are examples of factors that affect a customer's experience. Understanding and effectively developing a positive customer experience has

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helps organizations understand how prospects and customers use the various channels and , how the organization is perceived, and how the organization would like its customers and prospects' experiences to be. By understanding the latter, it is possible to design an optimal experience that meets the

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Retail environment factors include social features, design, and ambiance. This can result in enhanced pleasure while shopping, thus a positive customer experience and more likely chances of the customer revisiting the store in the future. The same retail environment may produce varied outcomes and

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Journey mapping or journey orchestration has recently benefitted from the growth of AI technology. Solutions have become available in the last decade which allow AI to enhance complex customer journeys. Until recently, all customer journey mapping was human-led, but we are currently experiencing a

861:. Consumers will research a product online in regards to quality and price but then decide to purchase in store. These three channels need to be understood by businesses because customers expect businesses to be readily available to cater to their specific customer needs and purchasing behaviours. 437:

In today's competitive climate, more than just low prices and innovative products are required to survive in the retail business. Customer experience involves every point of contact you have with a customer and the interactions with the products or services of the business. Customer experience has

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Another effective way to develop a positive customer experience is by actively engaging a customer with an activity. Human and physical components of an experience are very important (Ren, Wang & Lin, 201 6). Customers are able to recall active, hands-on experiences much more effectively and

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includes having one sender or source sending out a message that goes through the media (television, magazines) and then to the receiver. The classical linear model is a form of mass marketing that targets a large number of people where only a few may be customers; this is a form of non-personal

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The aim of CEM is to optimize the customer experience by gaining the loyalty of the current customers in a multi-channel environment and ensuring they are completely satisfied. Its also to create advocates of their current customers with potential customers as a word of mouth form of marketing.

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state that they offer a "great customer experience," according to author James Allen, this contrasts with the 8% of customers expressing satisfaction with their experience. Allen asserts that for companies to meet the demands of providing an exceptional customer experience, they must be able to

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Customer experience management (CEM or CXM) is the process that companies use to oversee and track all interactions with a customer during their relationship. This involves the strategy of building around the needs of individual customers. According to Jeananne Rae, companies are realizing that

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Customer experience is the stimulation a company creates for the senses of the consumers, this means that the companies and that particular brand can control the stimuli that they have given to the consumer's senses which the companies can then control the consumers' reaction resulting from the

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Today's consumers are consistently connected through the development of technological innovation in the retail environment. This has led to the increased use of digital-led experiences in their purchase journey both in-store and online that inspire and influence the sales process. For example,

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Environmental stimuli such as lighting and music can influence a consumer's decision to stay longer in the store, therefore increasing the chances of purchasing. For example, a retail store may have dim lights and soothing music which may lead a consumer to experience the store as relaxing and

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CEM holds great importance in terms of research and showing that academia is not as applicable and usable as the practice behind it. Typically, to make the best use of CEM and ensure its accuracy, the customer journey must be viewed from the actual perspective of customers, not the business or

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CEM depicts a business strategy designed to manage the customer experience and gives benefits to both retailers and customers. CEM can be monitored through surveys, targeted studies, observational studies, or "voice of customer" research. It captures the instant response of the customer to its

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External and internal variables in a retail environment can also affect a consumer's decision to visit the store. External variables include window displays such as posters and signage, or product exposure that can be seen by the consumer from outside of the store. Internal variables include

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Peripheral route, does not require very much thought, the brain makes the connection. Marketers use recognisable cues like logos, colours and sounds. This type of marketing is used when the decision is about something simple like choosing a drink, food (Petty & Cacioppo,

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Escapist Realm: In this realm, businesses offer customers an escape from their everyday lives. It involves creating experiences that transport customers to different worlds or realities, allowing them to temporarily disconnect from their usual routines and responsibilities.

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encounters with the brand or company. Customer surveys, customer contact data, internal operations process and quality data, and employee input are all sources of "voice of customer" data that can be used to quantify the cost of inaction on customer experience issues.

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Educational Realm: This realm focuses on educating customers and enhancing their knowledge during their interactions with a brand. It involves providing valuable information, insights, and learning opportunities, fostering a sense of personal growth and understanding.

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Entertainment Realm: In this realm, businesses create experiences that captivate customers by providing entertainment and amusement. It goes beyond traditional products or services, aiming to engage and delight customers through memorable and immersive experiences.

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Esthetic Realm: The esthetic realm emphasizes the visual and sensory aspects of the customer experience. It involves creating visually appealing and sensory-rich environments, products, or services that stimulate the senses and elicit positive emotional responses.

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highlights how a consumer will view a product in a physical store but then decide to exit the store empty handed and buy online instead. This consumer decision may be due to the ability to compare multiple prices online. On the opposing end of the spectrum is

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expectations of major customer groups, achieves competitive advantage, and supports the attainment of desired customer experience objectives. Increased customer retention is another benefit of a carefully designed and executed customer experience strategy.

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Sales experience is concerned with the buyer's journey up to and including the point that the buyer makes a purchase decision. Sales is a very important touch-point for overall customer experience as this is where the most human interaction takes place.

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greater to behavioural, cognitive and effective experiences in relation to branded apps. If female consumers are the target market, an app advert focused on the emotion of the product will provide an effective customer experience (Kim & Yu, 2016).

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and smartphone applications, there are many more touchpoints from new content serving platforms (Facebook, Instagram, Twitter, YouTube etc.), individual online presences (such as websites, forums, blogs, etc.) and dedicated smartphone applications.

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In the classical marketing model, marketing is deemed to be a funnel: at the beginning of the process (in the "awareness" stage) there are many branches competing for the attention of the customer, and this number is reduced through the different

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Utilizing surroundings includes using visuals, displays and interactivity to connect with customers and create an experience (Kotler, et al. 2013, p. 283). CEM can be related to customer journey mapping, a concept pioneered by Ron Zemke and

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Mind shapers can be seen through the use of the adjusted communication model, it allows the source/sender to create a perception for the receiver (Dahlen, Lange, & Smith, 2010, p. 39). Mind shapers can take two routes for persuasion:

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Kotler et al. 2013, (p. 283) say that customer experience is about, "Adding value for customers buying products and services through customer participation and connection, by managing all aspects of the encounter". The encounter includes

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with the business in question. It maps out the first encounters people may have with the brand and shows the different routes people can take through the different channels or marketing (e.g. online, television, magazine, newspaper).

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Marketers can use human thought processes and target these to create greater experiences, they can do so by either making the process more simple and creating interactive steps to help the process (Campbell & Kirmani, 2000).

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Central route, this route requires a thought process to occur, the content of the message is important. People think thoroughly about their reaction/reply. This can be seen in the purchase of homes, Internet providers, insurance

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Not all aspects of CEM can be controlled by the business (e.g. other people and the influence they have). Besides, there is not much substantial information to support CEM claims in terms of academic research. The use of

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sources. In this context, organizations need to not only understand their service users but also the network of actors and how public services fit into the wider value constellation and people's activities.

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Puccinelli, Nancy M.; Goodstein, Ronald C.; Grewal, Dhruv; Price, Robert; Raghubir, Priya; Stewart, David (2009-03-01). "Customer Experience Management in Retailing: Understanding the Buying Process".

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Customer experience is divided into realms and domains by various scholars. Pine and Gilmore introduced four realms of experience include esthetic, escapist, entertainment, and educational components.

660:(IMC) is also being used to manage the customer experience; IMC is about sending a consistent message amongst all platforms; these platforms include: Advertising, personal selling, public relations, 848:

is the first interaction a customer has in connection with a service or product. This moment affects the consumer's choice to explore a product further or not at all. These moments can occur on any

461:. Businesses can create and modify touchpoints so that they are suited to their consumers which change/enhance the customers' experience. Creating an experience for the customer can lead to greater 1815:

Trischler, J., Pervan, S. J., Kelly, S. J., & Scott, D. R. (2018). The value of codesign: The effect of customer involvement in service design teams. Journal of Service Research, 21(1), 75-100.

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Authenticity: This is the most mature stage for companies. Products and services emerge from the real soul of the brand and connect naturally with clients and other stakeholders, for a long-term.

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The D4 Company Analysis is an audit tool that considers the four aspects of strategy, people, technology and processes in the design of a CRM strategy. The analysis includes four main steps.

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has installed smart mirrors in their fitting rooms that allow the customers to browse for products that may complement what they are trying on. These mirrors also hold an extra feature, a

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CEM has been recognized as the future of the customer service and sales industry. Companies are using this approach to anticipate customer needs and adopt the mindset of the customer.

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Customer experience tends to be owned by the marketing function within an organization, and therefore has little control or focus on what happens before a customer decides to buy.

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Trischler, J., & Westman Trischler, J. (2022). Design for experience–a public service design approach in the age of digitalization. Public Management Review, 24(8), 1251-1270.

556:"building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment". 603:

According to Bernd Schmitt, "the term 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-

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received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service.

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Due to the shift in customer experience, in 2014 Wolny & Charoensuksai highlight three behaviours that show how decisions can be made in this digital journey. The Zero

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over a period of time. Certain types of experiences may involve different aspects of the individual person such as emotional, physical, intellectual or even spiritual.

405: 385:, the foundational elements of a remarkable customer experience consist of six key disciplines, beginning with strategy, customer understanding, design, measurement, 2780: 587: 684: 1667:

Ren, Lianping; Qiu, Hanqin; Wang, Peilai; Lin, Pearl M. C. (2016-01-01). "Exploring customer experience with budget hotels: Dimensionality and satisfaction".

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Tynan, Caroline; McKechnie, Sally; Hartley, Stephanie (2014-08-01). "Interpreting value in the customer service experience using customer-dominant logic".

2415:; Kirmani, A. (2000). "Consumers' use of persuasion knowledge: The effects of accessibility and cognitive capacity on perceptions of an influence agent". 2346: 613:

blogger Adam Richardson says that a company must define and understand all dimensions of the customer experience in order to have long-term success.

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Customer experience: Adding to the other two factors some recognition of the importance of providing an emotionally positive experience to customers.

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flooring, decoration and design. These attributes of a retail environment can either encourage or discourage a consumer from approaching the store.

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Persuasion techniques are used when trying to send a message in order for an experience to take place. Marcom Projects (2007) came up with five

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Allen, James, R., Frederick F, H., & Barney. (2005, 11 07). The Three "D"'s of Customer Service. Retrieved from Harvard Business School:

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Holbrook, Morris B.; Hirschman, Elizabeth C. (1982-09-01). "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun".

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Dahlen, M., Lange, F., & Smith, T. (2010). Marketing communications: A brand narrative approach. West Sussex, uk: John Wiley & Sons.

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and culture. A company's ability to deliver an experience that sets it apart in the eyes of its customers will increase the amount of

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Bailey, P. (2015). marketing to the senses: multi-sensory strategy to align the brand touchpoints. Retrieved March 29, 2016, from

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Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2013). Marketing (9th ed.). NSW, Australia: Pearson Australia.

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Hart, Cathy; Stachow, Grazyna; Cadogan, John W. (2013-11-01). "Conceptualising town centre image and the customer experience".

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Schmitt, Bernd (2011). Experience Marketing: Concepts, Frameworks and Consumer Insights (PDF). Columbia Business School. p. 87.

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Grewal, Dhruv; Levy, Michael; Kumar, V. (2009-03-01). "Customer Experience Management in Retailing: An Organizing Framework".

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Kim, Junghyun; Ah Yu, Eun (2016-02-18). "The Holistic Brand Experience of Branded Mobile Applications Affects Brand Loyalty".

2617: 1252: 1019: 153: 2834: 1880: 412:, has established an evolutional approach to customer experience as the third of four stages of any company in terms of its 2837:, Sheryl Pattek. September 02, 2015. AdAge. "43% of CMOs told us that they owned customer experience in their organization" 175: 2863: 2788: 2385:

Petty, R. E.; Cacioppo, J. T. (1986). "Central and peripheral routes to persuasion: An individual different perspective".

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Richardson, A. (2010, 10 28). Understanding the customer experience. Retrieved from Harvard Business Review Blog Network:

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In 1994 Steve Haeckel and Lou Carbone further refined the original concept and collaborated on a seminal early article on

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Following the post-purchase stage, there is a return to the first step in the process, thus feeding the brand awareness.

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Service Design Tools. (n.d.). Customer Journey Map. Retrieved March 29, 2016, from www.servicedesigntools.org/tools/8

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portrays the process customers go through to establish a commercial relationship with a firm. The journey emphasizes

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delivery: a company's ability to focus the entire team across various functions to deliver the proposed experience

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Brands not taken into account in the "awareness" stage may be added during the evaluation or even purchase stage

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Determine the perceptions of how the company manages its customer relationships, both internally and externally.

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the touchpoints. Finally, a customer journey map has the objective of teaching organizations more about their

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development ultimately determines a company's success, with an emphasis on developing consistency in execution

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Oxford. (2016). touchpoint - definition of touchpoint in English from the Oxford dictionary. Retrieved from

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Gentile, Chiara; Spiller, Nicola; Noci, Giuliano (October 2007). "How to Sustain the Customer Experience".

2424: 841:. Businesses use the knowledge of customers to guide the customer journey to their products and services. 833: 625:

designing the correct incentive for the correctly identified consumer, offered in an enticing environment

2350: 980: 838: 807:. Marketing is an action of "pushing" the brand through a few touchpoints (for example through TV ads). 717: 442: 485: 423:

Market orientation: Some consideration of customer needs and segmentation arises, developing different

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West Virginia University. (2015). Integrated Marketing Communications. Retrieved March 29, 2016, from

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The number of brands does not decrease during the process of evaluating and purchasing a product.

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Design the ideal customer relationship management solutions relative to the company or industry.

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stimulation process, giving more acquisition of the customer experience as expected by company.

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Berman, S. J. (2012). "Digital transformation: opportunities to create new business models".

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Palmer, A. (2010). "Customer experience management: a critical review of an emerging idea".

2252: 2144: 2105: 2016: 1782: 1752:"AI concierge in the customer journey: what is it and how can it add value to the customer?" 1716: 1684: 1676: 1642: 1580: 1470: 1441: 1314: 1267: 1223: 1215: 1170: 1144: 1108: 1077: 1034: 990: 661: 559:

In 2020, the global CEM market was valued at $ 7.54 billion, and is expected to grow with a

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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

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Product orientation: Companies manufacture goods and offer them in the best way possible.

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Deliver a strategy for the implementation of the recommendations based on the findings".

2710: 2303: 1020:"Customer experience in tourism: A review of definitions, components, and measurements" 885: 849: 811: 743: 2847: 2117: 1802: 1736: 1301:

Wirtz, Derrick; Kruger, Justin; Scollon, Christie Napa; Diener, Ed (September 2003).

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Bagdare, Shilpa; Jain, Rajnish (2013-09-02). "Measuring retail customer experience".

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In relation to customers and the channels which are associated with sales, these are

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of 17.5% from 2021-2028. Top companies in the customer experience industry include:

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exposure, interaction and transaction with a company, product, brand or service."

2740: 2455: 2020: 1786: 1720: 1446: 1429: 2693: 2398: 2109: 853: 572: 519: 363: 358:. The pre-consumption anticipation experience can be described as the amount of 131: 2587: 1680: 1081: 2560: 2331: 2318: 2285: 2148: 1615:"A study on holistic customer experience in selected resort hotels in China". 1148: 1038: 858: 652: 567: 531: 458: 397:. According to Jessica Sebor, "Loyalty is now driven primarily by a company's 386: 347: 1794: 1728: 1646: 1592: 1482: 1326: 1279: 1237: 1182: 1156: 1089: 1046: 726:

to show how humans view things. The five mind shapers of persuasion include:

2300:"Contact Center as a Service Market Size to Reach USD 17.19 Billion in 2030" 1318: 1219: 1112: 648: 409: 320: 2055: 1334: 2529: 2512: 2257: 2240: 2096:

Frow, P.; Payne, A. (2007). "Towards the 'perfect' customer experience".

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However, common efforts at improving CEM can have the opposite effect.

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with its customers and how well it delivers on their wants and needs".

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process including pre-purchase, consumption, and post-purchase stages.

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Marcom Projects. (2007). Persuasion in everyday life . Retrieved from

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Different dimensions of customer experience include senses, emotions,

351: 2811:"How Rebecca Minkoff uses tech to make her fashion stores stand out" 2655:"How to achieve hyper-personalization using generative AI platforms" 2618:"Executives Need to Invest in Understanding the Customer Experience" 2347:"Conversational AI revolutionizes the customer experience landscape" 2438: 2042:

C, Meyer; A, Schwager (2007). "Understanding Customer Experience".

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http://blogs.hbr.org/cs/2010/10/understanding_customer_experie.html

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Filters – previous beliefs that shape thoughts after an interaction

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The Experience Economy: Work is Theatre and Every Business a Stage

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CJM has subsequently become one of the most widely used tools for

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Frames – only showing what they want you to see (a paid ad post)

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http://www.oxforddictionaries.com/definition/english/touchpoint

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Setting and context – the surrounding objects of items for sale

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https://aut.kanopystreaming.com/video/persuasion-everyday-life

227: 125: 70: 29: 2319:"Integrating Artificial Intelligence and Customer Experience" 2133:"Generating positive word-of-mouth in the service experience" 1070:

International Journal of Retail & Distribution Management

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Four realms of customer experience (Pine & Gilmore, 1999)

2707:"How top brands are using AI to improve customer experience" 2674:"Using Customer Journey Maps to Improve Customer Experience" 2513:"Mapping customer journeys in multichannel decision-making" 1905:"The top 10 biggest technology companies in the US in 2023" 1430:"Understanding Customer Experience Management in Retailing" 2694:

Customer Journey – a method to investigate user experience

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As a result, this process has become a type of "journey":

1881:"Customer Experience Management Market Report, 2021-2028" 2218:"6 Customer Journey Mapping Examples: How UX Pros Do It" 2171:"6 Customer Journey Mapping Examples: How UX Pros Do It" 918:

rise of artificial intelligence in customer experience.

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are often seen as the first phase of this development.

251: 2517:

Journal of Direct, Data and Digital Marketing Practice

1559: 1204:"Back to Bentham? Explorations of Experienced Utility" 2835:

B-to-B CMOs: It's Time to Own the Customer Experience

2781:"Five innovators of the in-store customer experience" 1202:

Kahneman, D.; Wakker, P. P.; Sarin, R. (1997-05-01).

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Social influence – how behaviours of others impact us

947:-powered table, which then sends the products to an 262:, and by adding encyclopedic content written from a 156:. Unsourced material may be challenged and removed. 1526: 1524: 1251:Godovykh, Maksim; Tasci, Asli D. A. (2020-05-26). 27:Interaction between an organization and a customer 1356:Manning, Harley; Bodine, Kerry (28 August 2012). 1107:, London: Palgrave Macmillan UK, pp. 67–85, 675:A good indicator of customer satisfaction is the 2143:(2). Emerald Group Publishing Limited: 133–151. 1018:Godovykh, Maksim; Tasci, Asli D.A. (July 2020). 943:system where the customer places the item on an 1669:International Journal of Hospitality Management 1979:"The Future Is Customer Experience Management" 1849:"The Importance of Great Customer Experiences" 685:artificial intelligence in customer experience 2582:, Edward Elgar Publishing, pp. 134–136, 2542: 2540: 1103:Shaw, Colin (2007), "The Attention Cluster", 959:to the point that a customer decides to buy. 8: 2731:. Enhancing the Retail Customer Experience. 2689: 2687: 2506: 2504: 2387:Journal of Personality and Social Psychology 2011:. Enhancing the Retail Customer Experience. 687:has slowly been increasing in recent years. 393:with the company and inspire loyalty to its 335:customer responses during all stages of the 2091: 2089: 64:Learn how and when to remove these messages 2528: 2428: 2330: 2256: 1688: 1445: 1434:Procedia - Social and Behavioral Sciences 1227: 300:Learn how and when to remove this message 282:Learn how and when to remove this message 216:Learn how and when to remove this message 114:Learn how and when to remove this message 2317:Chen, Ying; Prentice, Catherine (2024). 881:, or potential issues for the customer. 484: 416:maturity. These progressive phases are: 2580:Elgar Encyclopedia of Consumer Behavior 1007: 354:, as well as spiritual components, and 2487:, McKinsey&Company, archived from 1966:http://hbswk.hbs.edu/archive/5075.html 1875: 1873: 350:, cognitive evaluations, involvement, 243:contains content that is written like 2722: 2720: 2511:Wolny, J.; Charoensuksai, N. (2014). 2450: 2448: 2002: 2000: 1998: 1996: 1702: 1700: 1662: 1660: 1658: 1656: 1628: 1626: 1610: 1608: 1423: 1421: 1419: 1417: 1415: 7: 2205:http://imc.wvu.edu/about/what_is_imc 1617:European Journal of Tourism Research 1013: 1011: 473:, colour, smell, touch, taste, etc. 154:adding citations to reliable sources 1581:"Welcome to the Experience Economy" 1171:"Understanding Customer Experience" 668:(Kotler et al. 2013, p. 495). 658:Integrated marketing communications 1208:The Quarterly Journal of Economics 86:tone or style may not reflect the 25: 2616:McKendrick, Joe (March 8, 2023). 2481:David Court; et al. (2009), 2460:. 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Archived from 1775:Journal of Marketing Management 1709:Journal of Marketing Management 1635:Social Behavior and Personality 1027:Tourism Management Perspectives 141:needs additional citations for 53:or discuss these issues on the 2759:digitalmarketingmagazine.co.uk 2323:Australasian Marketing Journal 2245:J Direct Data Digit Mark Pract 1105:The DNA of Customer Experience 901:through in their daily lives. 551:Customer experience management 18:Customer experience management 1: 2484:The consumer decision journey 2274:Journal of Services Marketing 1756:Journal of Service Management 1750:Liu, Stephanie Q (May 2024). 1428:Andajani, Erna (2015-11-25). 1384:Sebor, Jessica (2008-02-20). 1303:"What to Do on Spring Break?" 1272:10.1080/13683500.2020.1769573 513:Designing customer experience 481:Realms of customer experience 2787:. 2017-07-26. 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September 20, 2022. 2530:10.1057/dddmp.2014.24 2351:MIT Technology Review 2258:10.1057/dddmp.2014.20 2070:"Customer Experience" 1307:Psychological Science 981:Customer satisfaction 839:competitive advantage 718:Persuasion techniques 712:Persuasion techniques 699:The classical linear 488: 443:experience management 427:bundles for each one. 356:behavioral intentions 264:neutral point of view 165:"Customer experience" 2864:Branding terminology 2729:Journal of Retailing 2353:. February 26, 2024. 2009:Journal of Retailing 1781:(15–16): 1753–1781. 150:improve this article 2854:Customer experience 2576:"Customer Journeys" 1715:(9–10): 1058–1081. 1560:http://www.warc.com 746:) – the expectation 701:communication model 526:, involvement, and 414:customer centricity 319:is the totality of 313:Customer experience 256:promotional content 2879:Services marketing 2874:Product management 2672:Richardson, Adam. 2239:Klaus, P. (2014). 2131:Ng, Sandy (2011). 1546:2016-04-14 at the 1386:"CRM Gets Serious" 986:Experience economy 677:Net Promoter Score 541:customer retention 491: 376:Forrester Research 258:and inappropriate 2597:978-1-80392-627-8 1940:978-0-471-23774-7 1266:(18): 2273–2282. 1122:978-1-349-35237-1 976:Consumer behavior 805:purchasing stages 467:brand recognition 404:Barbara E. Kahn, 391:consumer spending 310: 309: 302: 292: 291: 284: 226: 225: 218: 200: 124: 123: 116: 88:encyclopedic tone 68: 16:(Redirected from 2891: 2869:Customer service 2859:Brand management 2838: 2832: 2826: 2825: 2823: 2821: 2807: 2801: 2800: 2798: 2796: 2785:econsultancy.com 2777: 2771: 2770: 2768: 2766: 2751: 2745: 2744: 2724: 2715: 2714: 2703: 2697: 2691: 2682: 2681: 2669: 2663: 2662: 2650: 2644: 2643: 2632: 2626: 2625: 2613: 2607: 2606: 2605: 2604: 2571: 2565: 2564: 2544: 2535: 2534: 2532: 2508: 2499: 2498: 2497: 2496: 2478: 2472: 2471: 2452: 2443: 2442: 2432: 2430:10.1.1.1027.9833 2409: 2403: 2402: 2393:(5): 1032–1045. 2382: 2376: 2370: 2364: 2361: 2355: 2354: 2343: 2337: 2336: 2334: 2314: 2308: 2307: 2296: 2290: 2289: 2269: 2263: 2262: 2260: 2236: 2230: 2229: 2227: 2225: 2213: 2207: 2201: 2195: 2192: 2186: 2185: 2183: 2181: 2166: 2160: 2159: 2157: 2155: 2128: 2122: 2121: 2093: 2084: 2083: 2081: 2080: 2066: 2060: 2059: 2039: 2033: 2032: 2004: 1991: 1990: 1988: 1986: 1977:Dorman, Stuart. 1974: 1968: 1962: 1956: 1950: 1944: 1943: 1926: 1920: 1919: 1917: 1916: 1901: 1895: 1894: 1892: 1891: 1877: 1868: 1867: 1865: 1864: 1859:on June 26, 2012 1844: 1838: 1837: 1835: 1833: 1822: 1816: 1813: 1807: 1806: 1770: 1764: 1763: 1747: 1741: 1740: 1704: 1695: 1694: 1692: 1664: 1651: 1650: 1630: 1621: 1620: 1612: 1603: 1602: 1600: 1599: 1577: 1571: 1568: 1562: 1556: 1550: 1537: 1531: 1528: 1519: 1518: 1510: 1504: 1501: 1495: 1494: 1458: 1452: 1451: 1449: 1425: 1410: 1403: 1397: 1396: 1394: 1393: 1381: 1375: 1374: 1372: 1370: 1353: 1347: 1346: 1298: 1292: 1291: 1257: 1248: 1242: 1241: 1231: 1199: 1193: 1192: 1190: 1189: 1167: 1161: 1160: 1132: 1126: 1125: 1100: 1094: 1093: 1065: 1059: 1058: 1024: 1015: 991:Experience model 922:Sales experience 911:customer journey 895:customer journey 871:customer journey 865:Customer journey 662:direct marketing 616:Although 80% of 408:'s Professor of 305: 298: 287: 280: 276: 273: 267: 245:an advertisement 236: 235: 228: 221: 214: 210: 207: 201: 199: 158: 134: 126: 119: 112: 108: 105: 99: 98:for suggestions. 79: 78: 71: 60: 38: 37: 30: 21: 2899: 2898: 2894: 2893: 2892: 2890: 2889: 2888: 2844: 2843: 2842: 2841: 2833: 2829: 2819: 2817: 2809: 2808: 2804: 2794: 2792: 2779: 2778: 2774: 2764: 2762: 2753: 2752: 2748: 2726: 2725: 2718: 2705: 2704: 2700: 2692: 2685: 2671: 2670: 2666: 2652: 2651: 2647: 2634: 2633: 2629: 2615: 2614: 2610: 2602: 2600: 2598: 2573: 2572: 2568: 2546: 2545: 2538: 2510: 2509: 2502: 2494: 2492: 2480: 2479: 2475: 2468: 2454: 2453: 2446: 2413:Campbell, M. C. 2411: 2410: 2406: 2384: 2383: 2379: 2371: 2367: 2362: 2358: 2345: 2344: 2340: 2316: 2315: 2311: 2306:. May 23, 2022. 2298: 2297: 2293: 2271: 2270: 2266: 2238: 2237: 2233: 2223: 2221: 2215: 2214: 2210: 2202: 2198: 2193: 2189: 2179: 2177: 2168: 2167: 2163: 2153: 2151: 2130: 2129: 2125: 2095: 2094: 2087: 2078: 2076: 2068: 2067: 2063: 2041: 2040: 2036: 2006: 2005: 1994: 1984: 1982: 1976: 1975: 1971: 1963: 1959: 1951: 1947: 1941: 1928: 1927: 1923: 1914: 1912: 1903: 1902: 1898: 1889: 1887: 1879: 1878: 1871: 1862: 1860: 1846: 1845: 1841: 1831: 1829: 1824: 1823: 1819: 1814: 1810: 1772: 1771: 1767: 1749: 1748: 1744: 1706: 1705: 1698: 1666: 1665: 1654: 1632: 1631: 1624: 1614: 1613: 1606: 1597: 1595: 1579: 1578: 1574: 1569: 1565: 1557: 1553: 1548:Wayback Machine 1538: 1534: 1529: 1522: 1512: 1511: 1507: 1502: 1498: 1460: 1459: 1455: 1427: 1426: 1413: 1407:Barbara E. 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CRM Magazine 1376: 1348: 1313:(5): 520–524. 1293: 1243: 1214:(2): 375–406. 1194: 1177:. 2007-02-01. 1162: 1143:(5): 395–410. 1127: 1121: 1095: 1060: 1006: 1005: 1003: 1000: 999: 998: 993: 988: 983: 978: 971: 968: 923: 920: 906: 903: 886:service design 866: 863: 850:digital device 830: 829: 826: 823: 812:World Wide Web 799: 796: 795: 794: 791: 788: 785: 770: 767: 762: 761: 757: 748: 747: 744:placebo effect 740: 737: 734: 731: 713: 710: 696: 693: 633: 632: 629: 626: 601: 600: 595: 590: 585: 580: 575: 570: 552: 549: 514: 511: 482: 479: 435: 434: 431: 428: 421: 371: 368: 308: 307: 290: 289: 260:external links 240: 238: 231: 224: 223: 138: 136: 129: 122: 121: 83: 81: 74: 69: 43: 42: 40: 33: 26: 24: 14: 13: 10: 9: 6: 4: 3: 2: 2896: 2885: 2882: 2880: 2877: 2875: 2872: 2870: 2867: 2865: 2862: 2860: 2857: 2855: 2852: 2851: 2849: 2836: 2831: 2828: 2816: 2812: 2806: 2803: 2791:on 2018-03-18 2790: 2786: 2782: 2776: 2773: 2760: 2756: 2750: 2747: 2742: 2738: 2734: 2730: 2723: 2721: 2717: 2712: 2708: 2702: 2699: 2696:June 30, 2016 2695: 2690: 2688: 2684: 2679: 2675: 2668: 2665: 2660: 2656: 2649: 2646: 2641: 2637: 2631: 2628: 2623: 2619: 2612: 2609: 2599: 2593: 2589: 2585: 2581: 2577: 2570: 2567: 2562: 2558: 2554: 2550: 2543: 2541: 2537: 2531: 2526: 2522: 2518: 2514: 2507: 2505: 2501: 2491:on 2015-05-01 2490: 2486: 2485: 2477: 2474: 2469: 2467:9788174465313 2463: 2459: 2458: 2451: 2449: 2445: 2440: 2436: 2431: 2426: 2422: 2418: 2414: 2408: 2405: 2400: 2396: 2392: 2388: 2381: 2378: 2375: 2369: 2366: 2360: 2357: 2352: 2348: 2342: 2339: 2333: 2328: 2324: 2320: 2313: 2310: 2305: 2301: 2295: 2292: 2287: 2283: 2279: 2275: 2268: 2265: 2259: 2254: 2250: 2246: 2242: 2235: 2232: 2219: 2212: 2209: 2206: 2200: 2197: 2191: 2188: 2176: 2172: 2165: 2162: 2150: 2146: 2142: 2138: 2134: 2127: 2124: 2119: 2115: 2111: 2107: 2104:(2): 89–101. 2103: 2099: 2092: 2090: 2086: 2075: 2071: 2065: 2062: 2057: 2053: 2049: 2045: 2038: 2035: 2030: 2026: 2022: 2018: 2014: 2010: 2003: 2001: 1999: 1997: 1993: 1980: 1973: 1970: 1967: 1961: 1958: 1955: 1949: 1946: 1942: 1936: 1932: 1925: 1922: 1910: 1906: 1900: 1897: 1886: 1882: 1876: 1874: 1870: 1858: 1854: 1853:Bloomberg.com 1850: 1843: 1840: 1827: 1821: 1818: 1812: 1809: 1804: 1800: 1796: 1792: 1788: 1784: 1780: 1776: 1769: 1766: 1761: 1757: 1753: 1746: 1743: 1738: 1734: 1730: 1726: 1722: 1718: 1714: 1710: 1703: 1701: 1697: 1691: 1686: 1682: 1678: 1674: 1670: 1663: 1661: 1659: 1657: 1653: 1648: 1644: 1640: 1636: 1629: 1627: 1623: 1618: 1611: 1609: 1605: 1594: 1590: 1586: 1582: 1576: 1573: 1567: 1564: 1561: 1555: 1552: 1549: 1545: 1542: 1536: 1533: 1527: 1525: 1521: 1516: 1509: 1506: 1500: 1497: 1492: 1488: 1484: 1480: 1476: 1472: 1468: 1464: 1457: 1454: 1448: 1443: 1439: 1435: 1431: 1424: 1422: 1420: 1418: 1416: 1412: 1408: 1402: 1399: 1387: 1380: 1377: 1365: 1364: 1359: 1352: 1349: 1344: 1340: 1336: 1332: 1328: 1324: 1320: 1316: 1312: 1308: 1304: 1297: 1294: 1289: 1285: 1281: 1277: 1273: 1269: 1265: 1261: 1254: 1247: 1244: 1239: 1235: 1230: 1225: 1221: 1217: 1213: 1209: 1205: 1198: 1195: 1184: 1180: 1176: 1172: 1166: 1163: 1158: 1154: 1150: 1146: 1142: 1138: 1131: 1128: 1124: 1118: 1114: 1110: 1106: 1099: 1096: 1091: 1087: 1083: 1079: 1075: 1071: 1064: 1061: 1056: 1052: 1048: 1044: 1040: 1036: 1032: 1028: 1021: 1014: 1012: 1008: 1001: 997: 994: 992: 989: 987: 984: 982: 979: 977: 974: 973: 969: 967: 963: 960: 956: 952: 950: 946: 942: 941:self-checkout 938: 932: 928: 921: 919: 915: 912: 904: 902: 898: 896: 892: 887: 882: 880: 876: 872: 864: 862: 860: 855: 851: 847: 842: 840: 835: 827: 824: 821: 820: 819: 816: 813: 808: 806: 797: 792: 789: 786: 783: 782: 781: 778: 776: 768: 766: 758: 754: 753: 752: 745: 741: 738: 735: 732: 729: 728: 727: 725: 719: 711: 709: 707: 702: 694: 692: 690: 686: 680: 678: 673: 669: 667: 663: 659: 654: 650: 644: 640: 636: 630: 627: 624: 623: 622: 619: 614: 612: 611: 606: 599: 596: 594: 593:Tech Mahindra 591: 589: 586: 584: 581: 579: 576: 574: 571: 569: 566: 565: 564: 562: 557: 550: 548: 544: 543:and loyalty. 542: 536: 533: 529: 525: 521: 520:peace of mind 512: 510: 506: 502: 498: 494: 487: 480: 478: 474: 472: 468: 464: 463:brand loyalty 460: 454: 450: 446: 444: 439: 432: 429: 426: 425:marketing mix 422: 419: 418: 417: 415: 411: 407: 402: 400: 396: 392: 388: 384: 382: 377: 374:According to 369: 367: 365: 361: 357: 353: 349: 345: 340: 338: 334: 330: 326: 322: 318: 314: 304: 301: 286: 283: 275: 272:February 2013 265: 261: 257: 253: 247: 246: 241:This article 239: 230: 229: 220: 217: 209: 206:February 2013 198: 195: 191: 188: 184: 181: 177: 174: 170: 167: – 166: 162: 161:Find sources: 155: 151: 145: 144: 139:This article 137: 133: 128: 127: 118: 115: 107: 104:November 2012 97: 91: 89: 82: 73: 72: 67: 65: 58: 57: 52: 51: 46: 41: 32: 31: 19: 2830: 2818:. 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