Construct · 1 fields · 1 citations

customer experience management: a standalone construct

One name. One construct. A landmark on the map.

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Marketing

the firm-wide practices of designing, renewing and monitoring customer touchpoints to build long-term customer loyalty.

In marketing, customer experience management refers to the firm-wide practices of designing, renewing and monitoring customer touchpoints to build long-term customer loyalty. This meaning comes from Homburg (2015) in Journal of the Academy of Marketing Science.[1]

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Nearby constructs

experience4 fields · 6 citationsjingle · one word, four constructs loyalty6 fields · 10 citationsjingle · one name, six constructs

References

Homburg, C., Jozić, D., & Kuehnl, C. (2015). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377-401. https://doi.org/10.1007/s11747-015-0460-7

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