|
| Título : |
To what extent is customer experience a determinant in a company's success : case of Amazon and Hilton hotels |
| Tipo de documento: |
documento electrónico |
| Autores: |
Lydia Díaz García, Autor ; Alesia-Elizabeth Slocum Nuckols, Director de tesi |
| Fecha de publicación: |
2021 |
| Número de páginas: |
43 p. |
| Nota general: |
Grado en Administración y Dirección de Empresas |
| Idioma : |
Inglés (eng) |
| Materias: |
Comportamiento del consumidor
Industria hotelera
Venta al por menor
|
| Clasificación: |
658.89 Compradores como objeto de la promoción de ventas. Clientes potenciales. Comportamiento del consumidor |
| Resumen: |
I will be exploring in this research, whether customer experience can actually determine a company’s success and if it does, to what extent. For this purpose, I will analyze through the review of literature, the different ways in which customer experience is used to improve KPIs as well as the customer experience approach of two major and incredibly successful companies from two different industries. Both of whom claim to be very customer oriented and to have invested a lot of time and resources into this matter. One being Amazon, an online retail company and the other being Hilton, an international hotel chain. |
| Link: |
https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=48727 |
To what extent is customer experience a determinant in a company's success : case of Amazon and Hilton hotels [documento electrónico] / Lydia Díaz García, Autor ; Alesia-Elizabeth Slocum Nuckols, Director de tesi . - 2021 . - 43 p. Grado en Administración y Dirección de Empresas Idioma : Inglés ( eng)
| Materias: |
Comportamiento del consumidor
Industria hotelera
Venta al por menor
|
| Clasificación: |
658.89 Compradores como objeto de la promoción de ventas. Clientes potenciales. Comportamiento del consumidor |
| Resumen: |
I will be exploring in this research, whether customer experience can actually determine a company’s success and if it does, to what extent. For this purpose, I will analyze through the review of literature, the different ways in which customer experience is used to improve KPIs as well as the customer experience approach of two major and incredibly successful companies from two different industries. Both of whom claim to be very customer oriented and to have invested a lot of time and resources into this matter. One being Amazon, an online retail company and the other being Hilton, an international hotel chain. |
| Link: |
https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=48727 |
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