Customer Experience Management

@article{Parandker2012CustomerEM,
  title={Customer Experience Management},
  author={Sachin Ramesh Parandker and Doji Samson Lokku},
  journal={2012 Third International Conference on Services in Emerging Markets},
  year={2012},
  pages={44-49}
}
Customer Experience is a subjective measure of perceptions during a given servicing scenario. These perceptions are measured both with respect to service provider and also the customer. There always exists a gap with respect to expressing the perceptions and understanding the perceptions. Also, the perception can always vary over a period of time. The management aspiration is to minimize these gaps so that the overall customer experience is always positive. Accordingly, measuring perceptions… CONTINUE READING
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