Issue Archive

Spring 2017

The Customer Experience

The customer experience can be an important point of competitive differentiation, driving customer satisfaction, loyalty, and financial returns. This special issue provides new approaches for evaluating and managing these experiences to improve organizational performance.


Strategies To Drive Financial Growth Through Customer Centric Experience
By Akshay Nigan & Julian Highley | dunnhumby


The Customer Membership Experience: Amazon Prime Versus Costco Wholesale Club
By Gregory Rich, Douglas Ewing, Steven Koppitsch, & Rachel McGuire | Bowling Green State University & Kantar Retail


Organizing & Measuring to Deliver Customer Experience Excellence
By Craig Ryder, Torsten Fritz & Gustavo Imhof | KPMG Nunwood


Identifying and Quantifying The Lost Opportunities Not Captured By Big Data
By John Dranow | SmartRevenue


Benchmarking Retail Shoppability
By Raymond Burke & Neil Morgan | Indiana University


Distinctive Experiences
By Joseph Pine II & James Gilmore | Strategic Horizons LLP