Volume : IV, Issue : X, October - 2015

CUSTOMER EXPERIENCE MANAGEMENT: DETERMINANTS, DYNAMICS & STRATEGIES FOR INTEGRATION OF BRAND TOUCH POINTS AT VARIOUS STAGES OF SERVICE ENCOUNTER

Dr. Mridanish Jha

Abstract :

Converging innovations are inging paradigm shift in the ways businesses are done. Customer experience management is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Brand touch point is the majority of the diverse ways that a and associates with and makes an impact on customers, employees and different partners. This paper focuses on the determinants, dynamics & strategies for integration of and touch points for managing the customer experience.

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Article: Download PDF    DOI : https://www.doi.org/10.36106/gjra  

Cite This Article:

Dr.Mridanish Jha Customer Experience Management: Determinants, Dynamics & Strategies for Integration of Brand Touch Points at Various Stages of Service Encounter Global Journal For Research Analysis, Vol: 4, Issue: 10 October 2015


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