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The book delves into the strategic principles shaping customer experiences, utilizing insights from behavioral economics and social psychology. It explores the customer journey through three lenses: actions taken to address needs, emotional evaluations of market offerings, and underlying motivations for behaviors. A customer experience map serves as the core framework, illustrating various interaction stages, while the customer experience canvas offers practical guidance for managers to enhance customer engagement and loyalty.
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Customer Science, Alexander Chernev
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- Année de publication
- 2022
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