Artificial intelligence – several big e-commerce companies such as Amazon, Flipkart and Walmart have realized that mere web presence is not enough to retain their customers. based on: A review of AI (artificial intelligence) tools and customer experience in online fashion retail – R Pillarisetty, P Mishra – International Journal of E-Business Research (IJEBR), 2022•igi-global.com https://www.igi-global.com/viewtitle.aspx?titleid=294111…
Managerial Dilemma in the Age – The Context & Problem The Scenario: In a modern office, there are two employees with the same title and salary. Author: Aykut Akbulut, Erasmus students 2025 The Management Issue: Traditional management focuses on “time spent” (Input), whereas the AI era forces a focus on “value created” (Output). This discrepancy…
Customer journey is an iterative, dynamic, and cyclic purchasing process that consists of prepurchase, purchase, and post-purchase stages (Lemon & Verhoef, 2016). In short, a customer journey begins with the pre-purchase stage involving the need recognition, information search, and decision-making. It continues through the purchase stage where the need is fulfilled, and concludes with the…
Blitzscaling is a business strategy for hyper-growth, prioritizing a quickly capture a large market, by investing heavily in scaling operations, hiring, and marketing to outpace competitors. Blitzscaling is a business strategy is famously used by High Tech companies. It involves calculated risks and large investments. It goes to achieve market dominance before others can, even if it…
Management style: the desk-thumping dictator, the benevolent visionary, or the aloof delegator. We often reduce the complex reality of leadership into convenient caricatures. However, a rigorous examination of management style typology reveals a far more nuanced picture. For leaders, HR professionals, and students of business psychology, understanding these frameworks isn’t just academic—it is a diagnostic…
The Authenticity Imperative in Influencer Marketing Influencer marketing has become one of the most powerful tools in digital advertising, driving billions in brand collaborations worldwide. Yet, as the industry matures, a critical challenge has emerged: authenticity. Consumers increasingly demand genuine connections, while brands often prioritize reach and engagement metrics. This tension creates a paradox—how can…
Using the SERVQUAL format—where you measure both Expectations (E) and Perceptions (P) on a Likert scale give you the crucial Gap Score ($P-E$) for each key aspect. Based on the typical content of a Customer Experience Management (CEM) lecture (Strategy, Journey Mapping, Metrics, and Culture), here are 5 proposed SERVQUAL-style questions for students. The scale…
Customer Experience Management CXM is a critical driver of growth and profitability. As technology continues to transform how companies interact with their customers, the role of CXM has become more complex and vital than ever. This blog post explores the key concepts, strategies, and tools involved in managing Customer Experience CX in the digital age,…
People profiling problem can be approached as an analysis of co-occurrence, how often lectures are chosen together and correlation, the strength and direction of the relationship between choosing lecture X and choosing other lectures. Frequency Analysis for Profiling This is the most direct approach to identify the most and least selected lectures by your L6…
The statement acquiring new customers is more expensive than retaining existing ones is a fundamental principle in business and marketing. It’s often cited as a rule of thumb, with some sources suggesting that acquiring a new customer can be anywhere from 5 to 25 times more expensive than keeping an existing one. Customer churn can…