The Customer Experience Model

The Customer Experience Model (CXM) is a practical approach to developing a competitive customer experience (CX) that creates value for customers and stakeholders, generating profit and building conditions for further development. It combines academic research and real-world applications, providing a framework for readers to understand and utilize to implement improvements. It also discusses the role of a leader in forming an effective customer experience and how to plan and measure its effectiveness.

Format: Paperback / softback
Length: 110 pages
Publication date: 02 April 2022
Publisher: Taylor & Francis Ltd

For any company, it is essential to define the most efficient marketing concept to create a competitive customer experience (CX) that drives sustained development. This research aims to develop a comprehensive and practical approach to enhancing customer experience, known as the Customer Experience Model (CXM). By implementing the CXM, companies can create value for their customers and key stakeholders, ultimately generating the necessary profit and fostering conditions for further growth.

The Customer Experience Model strikes a balance between academic research and real-world applications, providing a framework that readers can comprehend and apply to improve their companies. This work delves into the formation of concepts such as systems thinking, learning organization, and the Lewinian Experiential Learning Cycle in customer experience. It also highlights the crucial role of leaders in shaping effective customer experiences. Furthermore, readers gain insights into how to plan and measure the effectiveness of customer experiences.

The Customer Experience Model represents the most current knowledge on the subject and appeals to a wide range of audiences, including business school students, advanced-level university students, academics, reflective practitioners in leadership, organizational studies, marketing, and strategic management, as well as consulting professionals.

Dimension: 216 x 138 (mm)
ISBN-13: 9780367513641