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Managing the customer experience: a beauty retailer deploys all tactics

Author

Listed:
  • Clara Koetz

    (ESC [Rennes] - ESC Rennes School of Business)

Abstract

This paper aims to analyze the concept of customer experience in the marketing literature, identify its dimensions and applications in retail companies and integrate it with the concepts of touchpoints and consumer journey; some correlated concepts, such as customer delight and engagement, are also clarified, and an example of best practice customer experience management, using the beauty product company Sephora as a reference is provided.

Suggested Citation

  • Clara Koetz, 2019. "Managing the customer experience: a beauty retailer deploys all tactics," Post-Print hal-02057755, HAL.
    • Handle: RePEc:hal:journl:hal-02057755
    DOI: 10.1108/JBS-09-2017-0139
    as

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    Cited by:

    1. Agnieszka Bojanowska & Barbara Buraczynska & Anna Zelazna, 2021. "Customers’ Perception and Company-Customer Relationship," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 87-98.
    2. Ayoub Asad & Balawi Ayman, 2022. "A New Perspective for Marketing: The Impact of Social Media on Customer Experience," Journal of Intercultural Management, Sciendo, vol. 14(1), pages 87-103, March.
    3. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.

    More about this item

    Keywords

    Retailing;

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