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
By Craig Ryder, Torsten Fritz & Gustavo Imhof | KPMG Nunwood Organizing & Measuring to Deliver Customer Experience Excellence
By John Dranow | SmartRevenue Identifying and Quantifying The Lost Opportunities Not Captured By Big Data
By Raymond Burke & Neil Morgan | Indiana University Benchmarking Retail Shoppability
By Joseph Pine II & James Gilmore | Strategic Horizons LLP Distinctive Experiences
Dr. Raymond Burke
E.W. Kelley Chair of Business Administration
Director, Customer Interface Laboratory
Professor of Marketing
Phone: (812) 855-1066
Chief Creative Officer
RE:DESIGN - Visual Communications Agency
Phone: (312) 620-0522
Email: firstname.lastname@example.org RESEARCH THEMES
The Journal of Shopper Research seeks articles on important and contemporary research topics for special themed issues, including the following:
Benchmarking the Shopping Experience
Measuring differences between stores on dimensions that predict store patronage, shopper engagement, purchase conversion, customer satisfaction, and loyalty.
Understanding the complimentary role of the various channels and media as the shopper moves along the path to purchase. Explore the role of mobile, kiosk and digital signage technologies in the shopping process. Shopper Analytics
Leveraging new insights from detailed behavioral data on what people buy and how they shop to improve the customer experience and business performance.