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Connect With Your Management On-The-Go

In collaboration with Simal Celikkol

Edited By Mehmet Naci Efe

A challenging journey for managers to succeed by following 13 paths… Visionary and curious academicians sailing to new horizons…Yes! The journey is long, tiring but how success is easily achieved? There is no change without pain! Management on the Go covers different aspects of today’s management which can be both used as a handbook by executives who want to keep up with the pace of scientific advancements, as well as a road map for academics to turn towards innovative management systems.

You are invited to embark on a journey from topics that have become outdated in the literature to approaches that will arouse excitement and curiosity about future. Each chapter is written based on sector experiences by 13 academicians located in 5 different universities in Turkey and now reaches you dear readers.

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Chapter 2 Customer Experience Management: Şimal ÇELİKKOL

Extract

Şimal ÇELİKKOL

We have seen an incredible evolution of the customer concept from past to present. In particular, the problems experienced by the world economy during the pandemic process force businesses to adopt the motto of “Cash Is King but the Customer Is God”. Today, it is known that customer satisfaction, customer loyalty and the advantages that permanent customers will provide in terms of competition in the market are extremely important. However, if we collect the aforementioned issues under a single heading, customer experience management emerges. That is to say, both the customer’s satisfaction and their loyalty are based on the customer’s experiences.

At this point, it is necessary to explain the concept of experience. What is the experience? What do experiences in our daily life bring us? What are the outputs we get from our experience as a customer? Actually experience with a single sentence is everything we live in, observe around us, hear and share in our social network. In this context, the outputs we get from experience have an impact on our decisions. Especially when comparing the price to be paid / the risk to be taken, it should not be forgotten that the experiences do not occur in a short time. So it is important to know and be prepared that customers will need more experience as their level of complexity and risk increases.

No matter how often or how much customers make purchases, they undoubtedly judge businesses based...

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