Managing the customer experience: a beauty retailer deploys all tactics

Clara Koetz
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Clara Koetz: ESC [Rennes] - ESC Rennes School of Business

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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.

Keywords: Retailing (search for similar items in EconPapers)
Date: 2019-01-14
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Citations: View citations in EconPapers (5)

Published in Journal of Business Strategy, 2019, 40 (1), pp.10-17. ⟨10.1108/JBS-09-2017-0139⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02057755

DOI: 10.1108/JBS-09-2017-0139

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