The Customer Experience Model (Routledge Focus on Business and Management) - Softcover

Aliekperov, Adyl

Softcover

ISBN 10: 0367513641 ISBN 13: 9780367513641

Publisher: Routledge, 2022

Synopsis

For any company, defining the most efficient marketing concept to create a competitive customer experience (CX) is vital for sustained development. The focus of this research is the creation of a comprehensible practical approach to the development of client experience: the Сustomer Experience Model (CXM).

The practical application of the CX model will allow companies to create value for their customers and key stakeholders, thus generating the necessary profit and building conditions for further development. Balancing academic research and real-world applications, The Customer Experience Model provides a framework that readers can understand and utilize to implement improvements in a company. In this work the readers also will learn about application in customer experience formation of such concepts as "systems thinking", "learning organization", "Lewinian Experiential learning cycle". The role of a leader in the formation of an effective customer experience will be shown as well. Also the readers will get an obvious idea of how to plan customer experience and measure its effectiveness.

The Customer Experience Model shows the latest state of knowledge on the topic and will be of interest both to students of business schools and universities at an advanced level, academics and reflective practitioners in the fields of leadership, organizational studies, marketing, and strategic management and consulting.

About this title

About the Author

Adyl Aliekperov is a Leadership and Strategy Consultant based in Kiev, Ukraine.

Edition details

• Publisher: Routledge
• Publication date: 2022
• Language: English
• ISBN 10: 0367513641
• ISBN 13: 9780367513641
• Binding: Paperback
• Edition number: 1
• Number of pages: 118