Katherine N. Lemon

Katherine N. Lemon

Katherine N. Lemon is a researcher and first author of the 2016 Journal of Marketing review of customer experience throughout the customer journey.

Who they are

The work of Katherine N. Lemon reaches this site through the paper listed below. On this site the name is tied to Customer Journey.

Key papers

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. What it reports: Review of customer experience along the customer journey: customers engage at many touchpoints across channels and media, experiences increasingly occur in social settings, and delivering them requires coordinating several business functions. Traces historical roots and consolidates knowledge on journeys and their management.

Key ideas

Customer Journey: The sequence of touchpoints and experiences a customer has with a firm across channels and media over time.

Sources

  1. Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.