The “Building Blocks” of Customer Experience: Getting It Right – in Context
Katherine N. Lemon, Boston College and Executive Director, Marketing Science Institute
Delivering integrated, real-time, and relevant customer experiences in context is a daunting challenge for any organization. Kay Lemon will present a managerial approach that conceptualizes the “building blocks” of customer experience: its fundamental qualities, the stages in which it unfolds, and the contexts (individual, social, environmental, and market) in which it is embedded. Based on the idea of “contextual marketing actions,” she will describe how firms can move toward more creative, systematic, and disciplined customer experience management and will identify the activities necessary to uncover new opportunities to enhance customer experience.
Related Conference:Apr 06 – 07, 2017
To access presentation materials, you must login or register for full access.
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.