04 Aug Customer Experience Management and its marketing applications.
In Module 5, we are learning about Customer Experience Management and its marketing applications. Reflect on your major takeaways from the readings, videos, and presentations. In particular, consider how Customer Experience Management addresses the experiential perceptions of the whole person. Consider logic and reason as well as intuition and reflection in crafting your essay.
Remember to cite your sources using APA format.
Abraham, M. (2015, December 27). Experience mapping — learning from adaptive path. Medium.
Bhattacharjee, D., Gilson, K., & Yeon, H. (2016, March). Putting behavioral psychology to work to improve the customer experience 
Download Putting behavioral psychology to work to improve the customer experience. McKinsey & Company.
Bradley, K., & Hatherall, R. (2015). Mastering the episodes that count with customers Download Mastering the episodes that count with customers. Bain & Company.
duToit, G., Englehardt, J., Sager, P., & Fruechtl, K. (2018, June 13). Experience is the new product; Here’s how to manage it Download Experience is the new product; Here’s how to manage it. Bain & Company.
Fontein, M. (2020, August). A practical customer journey mapping guide for CX professionals. Service Design Show. https://www.servicedesignshow.com/customer-journey/guide/ (Links to an external site.)
Hanover Research (2019). The state of mapping the customer journey Download The state of mapping the customer journey.
Thomke, S. (2019, August 6). The magic that makes customer experiences stick Download The magic that makes customer experiences stick. MIT Sloan Management Review.
Videos
