Customer Journey

See: Displeasure, Cognition, Affect (Psychology), Sensory Processing, Behavior, Consumption (Economics), The Experience Economy, Feeling, Perception, Memory, Theory of Planned Behavior, Pleasure.

References

(Wikipedia, 2021) ⇒ https://en.wikipedia.org/wiki/customer_experience#Customer_experience_management Retrieved:2021-9-16.
- … CEM can be related to customer journey mapping, a concept pioneered by Ron Zemke and Chip Bell. Customer journey mapping is a design tool used to track customers' movements through different touchpoints with the business in question. It maps out the first encounters people may have with the brand and shows the different route people can take through the different channels or marketing (e.g. online, television, magazine, newspaper). Integrated marketing communications (IMC) is also being used to manage the customer experience; IMC is about sending a consistent message amongst all platforms; these platforms include: Advertising, personal selling, public relations, direct marketing, and sales promotion (Kotler et al. 2013, p. 495). ^[1] ^[2] CEM holds great importance in terms of research and showing that academia is not as applicable and usable as the practice behind it. Typically, to make the best use of CEM and ensure its accuracy, the customer journey must be viewed from the actual perspective of customers, not the business or organization. ...

↑ Service Design Tools. (n.d.). Customer Journey Map. Retrieved March 29, 2016, from www.servicedesigntools.org/tools/8
↑ West Virginia University. (2015). Integrated Marketing Communications. Retrieved March 29, 2016, from http://imc.wvu.edu/about/what_is_imc