Customer Experience Management in Online Retailing - A Literature Review

Customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. Customer experience with product or service results in customer satisfaction which results in loyalty. Customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind Customer Experience originates from a set of connections between a customer and a product, a company, or part of its organization. Managing customer experiences is an integrated approach to create distinctive customer value through systematic design and implementation of various context clues Customer satisfaction resulting in loyalty. Customers become loyal because of the experiences they get, as a result of excellent organized process and relationship management initiatives. The concepts of customer equity and brand equity are highly associated. Trust is the belief that a party’s word or a promise is consistent and that a party will accomplish its obligations in an exchange relationship.