Understanding customer experience throughout the customer journey
Lemon and Verhoef, Journal of Marketing 80(6), 2016, 69-96. 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.
Lemon and Verhoef, Journal of Marketing 80(6), 2016, 69-96. 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.
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Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. doi:10.1509/jm.15.0420 https://doi.org/10.1509/jm.15.0420