Volume : 4, Issue : 10, October - 2015

CUSTOMER EXPERIENCE MANAGEMENT: DETERMINANTS, DYNAMICS & STRATEGIES FOR INTEGRATION OF BRAND TOUCH POINTS AT VARIOUS STAGES OF SERVICE ENCOUNTER

Dr. Mridanish Jha

Abstract :

<p>Converging innovations are inging paradigm shift in the ways businesses are done. Customer experience management is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Brand touch point is the majority of the diverse ways that a and associates with and makes an impact on customers, employees and different partners. This paper focuses on the determinants, dynamics &amp; strategies for integration of and touch points for managing the customer experience.</p>