Understanding Customer Experience Management in Retailing

Andajani, Erna (2015) Understanding Customer Experience Management in Retailing. Procedia-Social and Behavioral Sciences, 211. pp. 629-633. ISSN 1877-0428

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Abstract

Survival in today’s economic climate and competitive retail business requires more than just low prices and innovative products. Customer experience includes every point of contact at which the customer interacts with the business, product, or service. The concept of customer experience has emerged as a strategy for the retail business which is facing competition. Data have been collected from multiple sources such as books and journals. The paper aims at explaining how the actual implementation of customer experience to help the business organizations retaining satisfaction their customers in a long term and how the company gains an extra competitive advantage.

Item Type:	Article
Uncontrolled Keywords:	customer experience, retail, strategy
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Erna Andajani 31137
Date Deposited:	16 Sep 2015 01:46
Last Modified:	14 Jan 2022 09:16
URI:	http://repository.ubaya.ac.id/id/eprint/25463

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