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Managing Customer Experience
Seifert, Marián ; Čaniga, Igor (referee) ; Chalupský, Vladimír (advisor)
Cieľom diplomovej práce je analýza aktuálnej situácie zákazníckych skúseností vytváraných spoločnosťou a poskytnutie sérií odporúčaní pre ich zlepšenie. Práca kriticky hodnotí praktiky ovplyvňujúce zákaznícku spokojnosť v jednotlivých predajňách spoločnosti, internetovom obchode, servisnom stredisku a zákazníckom centre. Výsledkom sú odporúčané riešenia pre poskytovanie lepších služieb na zvýšenie zákazníckej loajality, ako aj spôsoby eliminácie zistených nedostatkov.
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Co si tedy dáme? Vliv smyslových podnětů na zákazníkovu volbu občerstvení v restauraci
Macháčková, Nikola
Diploma thesis deals with an issue of sensory stimuluses and their influence on customer’s meal choice in a restaurant. The main objective of this diploma thesis is to formulate recommendations for restaurants on how to address customer’s senses in their decision making and how to support customer loyalty. This thesis focuses on identification of influences that affect customers during their decision-making process. Combination of quantitative (n = 311) and qualitative (n = 22) research yielded recommendations for restaurants.
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Factors influencing customer experience in context of new format retail stores
Brišová, Jana ; Koudelková, Petra (advisor) ; Jesenský, Daniel (referee)
The bachelor thesis "Factors influencing customer experience in context of new format retail stores" is focused on in-store customer experience phenomenon and on factors companies use in order to influence customers' purchasing behaviour and their decision-making pro- cesses. The theoretical part of the thesis explores, reviews and presents the theory on customer experi- ence, customer experience management, in-store customer experience and customer's internal responses to the marketing stimuli (cognitive, affective and physical) and customer's social interactions with other actors present in the retail store. By conducting a survey in a chosen new format retail store, the empirical part of the bachelor thesis then reviews the situation on the Czech market. It examines reactions, emotions, sensations and attitudes towards the retail shop- ping environment and subsequently analyses whether customer's loyalty is influenced by the character of those reactions.
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Zákaznická zkušenost – jak ji uchopit a měřit?
Machala, Jan
Cíl článku: Cílem tohoto článku je popsat zákaznickou zkušenost, jak ji chápou jednotliví autoři a uvést metody, kterými lze měřit zákaznickou zkušenost. Dále také podrobněji popsat tři nejpoužívanější metody. Metody: Článek je založen na sekundárním výzkumu prací zabývajících se zákaznickými zkušenostmi. Vědecké cíle: Vědeckým cílem tohoto článku je zjistit, jakým směrem se může ubírat další výzkum.
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Customer Experience Management Overview
Havíř, David
Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is still trending topic in the field of research and management. It constantly evolves raising new questions to be answered and areas to be researched. Conclusions: The paper presents reasons to embrace customer experience management in organizations, brief overview of managerial recommendations and points to potential avenues of further research, such as, co-creation of customer experience, exploration of the experience in business-to-business sphere, public sector or development of customer experience management framework.
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Customer Experience Emotions
Michlová, Kateřina ; Soukup, Petr (advisor) ; Jeřábek, Hynek (referee)
This thesis focuses on the topic of emotions, which are connected with customer experience. Customer experience related to specific shop visited. Emotions are measured by marketing method emotional journey, through which the author shows which emotions are felt, with what frequency and intensity, what causes these emotions and what are difference between sociodemographic and other indicators in connection with these emotions. Theoretical and methodological part of the thesis is focused on the wider context connected with the induction of customers emotions and the influence of these emotion on the overall customer experience of used service. Results of the survey shows interconnection between emotions and index NPS (specifically categories of NPS index - neutrals, promoters, detractors) and results also how the importance of final farewell. Results also shows problems associated with using of method emotional journey, like the suitability of some emotions or understanding of meaning of some emotions by customers. Data were collected through mystery shopping method, which is commonly used for measuring of customer experience, and also data were collected through interviews with mystery shoppers.
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The readiness of banks for the transition to digital banking
Šimek, David ; Stříteský, Václav (advisor) ; Vávra, Oldřich (referee)
The focus of this thesis is on the readiness of banks for the transition to digital banking. Its goal is to present current trends that influence development of retail banking, the definition of digital banking and design recommendations for banks for developing the business model based on the analysis of banks competitors, qualitative research with customers, workshop with bank employees and analysis of customers life which will leats to simplification of the life of the customer so that they are ready for the transition to digital banking which will enable them to increase customers loyalty and prevent a decrease in revenues.
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Customer Experience Managegement
Koperdáková, Zuzana ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.
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Managing Customer Experience
Seifert, Marián ; Čaniga, Igor (referee) ; Chalupský, Vladimír (advisor)
Cieľom diplomovej práce je analýza aktuálnej situácie zákazníckych skúseností vytváraných spoločnosťou a poskytnutie sérií odporúčaní pre ich zlepšenie. Práca kriticky hodnotí praktiky ovplyvňujúce zákaznícku spokojnosť v jednotlivých predajňách spoločnosti, internetovom obchode, servisnom stredisku a zákazníckom centre. Výsledkom sú odporúčané riešenia pre poskytovanie lepších služieb na zvýšenie zákazníckej loajality, ako aj spôsoby eliminácie zistených nedostatkov.
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Marketing Research of Customer Satisfaction in the Area of the Services B2B
Vlčková, Michaela ; Lupalová, Mária (referee) ; Šimberová, Iveta (advisor)
The master thesis is focused on a new industry of marketing – customer experience in the field of telecommunication services B2B. The theoretical part describes, analyzes and summarizes the basic concepts of information sources in the literature concerning the topic of customer satisfaction. In the analytical part the general theoretical basis and internal information of Vodafone Czech Republic are used for marketing research. On the base of obtained information are created proposals for Sales and Care deparments of B2B clients to increase customer satisfaction.
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