Opening the Black Box of a competitive customer experience strategy
Marc Hinnenberg, Nina Löfstedt
Year of publication: |
2017
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Authors: | Hinnenberg, Marc ; Löfstedt, Nina |
Published in: |
Journal of digital banking. - London : Henry Stewart Publications, ISSN 2397-060X, ZDB-ID 2886351-3. - Vol. 1.2016/2017, 4, p. 321-328
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Subject: | customer experience | strategy | customer journey | metrics | Key Performance Indicators (KPIs) | Net promoter Score (NPS) | Customer Effort Score (CES) | Customer Value Score (CES) | Beziehungsmarketing | Relationship marketing | Marketingmanagement | Marketing management | Performance-Messung | Performance measurement | Kundenwert | Customer value | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Betriebliche Kennzahl | Financial ratio |
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