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2023 | OriginalPaper | Chapter

3. Customer Experience (CX) and Customer Journey

Author : Daniel D. Prior

Published in: B2B Customer Engagement Strategy

Publisher: Springer International Publishing

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Abstract

CX refers to how stimuli available in the CE context relate to customer perceptions and how these affect customer psychological and emotional states. Customer journey is slightly different. While customer journey is still concerned with the stimuli available in the CE context and its interactions with customer perceptions (and customer psychological and emotional states), customer journey tends to envisage a sequence of customer brand touchpoint interactions. Customer journey, therefore, is more concerned with the inter-relatedness of customer brand touchpoint interactions.

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Literature
go back to reference DeBruicker, F. S., & Summe, G. L. (1985). Customer experience: A key to marketing success. McKinsey Quarterly (1), 26–37. DeBruicker, F. S., & Summe, G. L. (1985). Customer experience: A key to marketing success. McKinsey Quarterly (1), 26–37.
go back to reference Pine , B. J., II, & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review (July–August), 97–105. Pine , B. J., II, & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review (July–August), 97–105.
Metadata
Title
Customer Experience (CX) and Customer Journey
Author
Daniel D. Prior
Copyright Year
2023
DOI
https://doi.org/10.1007/978-3-031-23409-5_3