Strategic Approach to Customer Experience Management.

      Аннотация: Companies can refer to it and use the findings of the study to shape their customer service and customer relationship management departments. The study would help refine the processes and procedures, attitudes and behaviors used in the management of customers, with the view of increasing the chances of a positive experience. If the findings and recommendations of the study are taken seriously, companies in Ghana could expect to have improved strategies which would augur well for increased sales resulting in higher profitability. The study would also guide the attitudes and behaviors of employees in the handling of customers in relation to service provision. Employees would also be better guided in dealing with customer complaints handling and management. The study is limited to developing a framework capable of enhancing customer experience management in Ghanaian industries. Only employees of companies located in Ghana were selected for the study. Companies are selected from all regions in Ghana.

Ключевые слова: customer service, Experience Management, Strategic Approach