Essays about: "Customer Touchpoint"

Showing result 1 - 5 of 9 essays containing the words Customer Touchpoint.

  1. 1. Customer Journey in the Concept Store: An Analysis of Touchpoints and Journey Integration

    University essay from Lunds universitet/Institutionen för tjänstevetenskap

    Author : Tatev Nazaryan; Seo Hyun Chang; [2023]
    Keywords : customer experience; customer journey; customer journey touchpoints; concept store; journey integration dimensions; retail; new retail format; Social Sciences;

    Abstract : Date: May 15, 2023 Keywords: customer experience, customer journey, customer touchpoints, concept store, journey integration dimensions Project Purpose: The following study aims to enhance understanding of how customers experience different touchpoints within the concept store throughout each stage of the customer journey, as well as, explore existing and new dimensions of the customer journey integration. Theoretical Framework: The following study adopts the theory of customer journey since it helps to understand what touchpoints customers interact with throughout each stage of their journey that helps to shape their experiences. READ MORE

  3. 2. The Versatile Touchpoint: User-generated content as a new touchpoint in the customer journey

    University essay from Lunds universitet/Företagsekonomiska institutionen

    Author : Valeria de Leon; Miranda Ånäs; [2023]
    Keywords : Customer journey; Social commerce; Brand publics; TikTok; Customer experience; Customer engagement; Netnography; Business and Economics;

    Abstract : Purpose: The purpose of this study was to investigate how a new touchpoint has emerged due to the customers or potential customers sharing their customer journeys on social media through user-generated content. Methodology: This paper takes a qualitative approach where netnography research has been conducted to collect data on the social media platform TikTok. READ MORE

  4. 3. The Customer Journey of Electric Vehicles in The South Korean Market

    University essay from Göteborgs universitet/Graduate School

    Author : Johanna Back; Olivia Svensson; Pauline Weiler; [2021-06-23]
    Keywords : Electric Vehicles; Customer Journey; South Korea; Touch Points;

    Abstract : The customer journey is a complex phenomenon which consists of numerous touch points. The customer journey is not only constructed through touch points but also by the level of involvement that the journey is characterized by. READ MORE

  5. 4. The high involvement customer journey: A study on customer motivations for touchpoint choice

    University essay from Lunds universitet/Företagsekonomiska institutionen

    Author : Emelie Pine; Isabell Weber; [2020]
    Keywords : High involvement; customer journey; motivation; touchpoints; multichannel; Business and Economics;

    Abstract : Thesis purpose: The purpose of this study is to gain knowledge about baby boomers’ motivations for using either digital or analogue touchpoints in the high involvement customer journey. This ultimately contributes to an increased understanding of the high involvement customer journey. READ MORE

  6. 5. Understanding the design and delivery of customer experience from multiple perspectives : A case study within luxury travel industry

    University essay from Uppsala universitet/Industriell teknik

    Author : Gurruraj Anantharramu; Pascal Kaiser; [2020]
    Keywords : Experience Economy; Customer Experience; Customer Journey; Touchpoints; Co-creation; Customer; Luxury Travel Industry; Supply-Chain;

    Abstract : Staging experiences and providing optimal customer experience has become the new battlefield within the marketing segment, since the introduction of experience economy. The modern customer has multiple devices, channels and touchpoints to interact with the organization and with rapidly changing digital technology, where the product or service information are available online 24/7, he/ she is in-charge of his/ her own experiences. READ MORE