This paper is intended to integrate Internet Marketing, Customer Experience, E-brand and Integrated Marketing Communications to develop a high benefits Internet Marketing Framework. This framework not only can combine marketing resources effectively, let enterprises obtain the greatest benefits; it also provides total consumer experience and increase customer satisfaction. On the other hand, th...

the paper seeks to identify starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to starbucks success. starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...

Abstract This study examined the effect of customer experience management (CEM) on retention in restaurants Anambra State, Nigeria. Specifically, sought to investigate influence affective experience, cognitive physical and social-identity The adopted a survey research method. found that experiences have significant Based foregoing, concluded CEM had recommended, amongst others, should deliberat...

In today’s increasingly competitive markets, greater emphasis is being placed on customer service as a means of achieving competitive advantage. Many organizations believe that ebusiness can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the organization-to-customer contact experience. However, use of the Internet fundamen...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

Experience, defined as the subjective response of customers to any direct or indirect contact with a company, has been considered as a critical factor in connecting customers emotionally and in turn achieving customer retention. A most critical source of experience is the service delivery process encountered by customers. Nevertheless, existing tools for depicting service focus mainly on the ac...