Amir Zakaria Consulting Group | Customer Journey
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Customer Journey Tag

Customer journey mapping (CJM) is an increasingly popular strategic management tool praised by both academics and practitioners for its usefulness in understanding an organization’s customer experience. Although academic and managerial literature is replete with CJM articles and many service organizations employ the process, confusion still...

Over the years, researchers have tried to define the concept of experience which, anyway, remains loose given the complexity and multifaceted nature of the notion (Same and Larimo, 2012). Schmitt (2011) described the customer experience as multidimensional yet holistic concept, composed by multiple dimensions of...