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Vom Produkt zum Erlebnis: Von der Customer Journey zur optimalen Customer Experience

In: Customer Experience Leadership im Tourismus

Author

Listed:
  • Raija Seppälä-Esser

    (Hochschule Kempten)

Abstract

Zusammenfassung Die zunehmende Erlebnisorientierung der Gesellschaft verändert den Tourismus grundlegend. Reisende erwarten nicht nur funktionale Dienstleistungen, sondern suchen nach einzigartigen und emotional ansprechenden Erlebnissen. Die Customer Experience, also die subjektive Wahrnehmung einer Reise oder eines Serviceangebots, ist dabei ein entscheidender Wettbewerbsfaktor. Dieser Beitrag beleuchtet die Gestaltung der Customer Experience entlang der Customer Journey im Tourismus. Er zeigt auf, wie multisensorische Erlebnisse, soziale Interaktionen und die Einbindung von Kunden als Co-Creators zu nachhaltigen Kundenerlebnissen führen. Herausforderungen bei der Messung von Erlebnisqualität sowie technologische Entwicklungen wie Virtual Reality und Künstliche Intelligenz werden ebenfalls diskutiert. Unternehmen im Tourismus müssen ihre Strategien anpassen, um in einem zunehmend wettbewerbsintensiven Marktumfeld erfolgreich zu bleiben.

Suggested Citation

  • Raija Seppälä-Esser, 2026. "Vom Produkt zum Erlebnis: Von der Customer Journey zur optimalen Customer Experience," Springer Books, in: Marco A. Gardini (ed.), Customer Experience Leadership im Tourismus, pages 63-87, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-50094-8_3
    DOI: 10.1007/978-3-658-50094-8_3
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