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…
Seminarium licencjackie 2026 będzie skoncentrowane na pracach dotyczących metod marketingowych w sklepach internetowych jako narzędzie skutecznej akwizycji i retencji klientów, managerskiej analityce danych, współczesnych wydarzeniach i zjawiskach ekonomicznych dotyczących młodych konsumentów. Będziemy też badać wpływ sztucznej inteligencji (AI) na życie konsumentów oraz metody wykorzystania algorytmów w zarządzaniu. Nasze zainteresowania kierujemy także na zjawiska związane ze…
Metody akwizycji i utrzymania klientów w e-commerce – badania na podstawie wybranych sklepów internetowych. Metody akwizycji i utrzymania klientów w e-commerce. Literatura Analiza badań na temat pozyskiwania i utrzymywania klientów w E-commerce 2.1. Charakterystyka wybranych sklepów oraz ich strategii mar-ketingowych Amazon, globalny lider e-commerce założony w 1994 roku przez Jeffa Bezosa, stosuje szeroki wachlarz działań…
Digital technologies reshape customer expectations and competitive dynamics. Firms should be more agile then resource-constrained corporations. Service-Dominant Logic as Theorem of Customer Experience Management. They should deliver differentiated, seamless, and value-rich experiences, across all touchpoints. The ability to consistently meet customer expectations is no longer merely an operational concern – it become a strategic imperative,…
What is digital age? The digital age, also known as the information age. It is a historical period, beginning with the advent of computers in the 1960s and continuing to the present days. The period is characterized by rapid increases in the electronic processing and sharing of information. The digital age is enabled by four…
Nestled in the heart of Tanzania, Mikumi National Park is a hidden gem that offers an unforgettable safari experience. Established in 1964, this park spans an impressive 3,230 square kilometers, making it the fourth largest national park in the country. A Unique Ecosystem Mikumi National Park is part of a unique ecosystem that includes the…
Poland’s population by age At the beginning of 2025, the median age of Poland’s population was 42.5, with half of Poland’s population above this age, and the other half of the population below it. For added context, here’s how Poland’s total population broke down by age group at the start of the year: Note: percentages may not sum to 100 percent due…