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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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Jak může spolutvorba změnit FMCG marketing
Froněk, Filip ; Lhotáková, Markéta (advisor) ; Willems, Peter (referee)
This thesis analyzes co-creation, a modern trend in marketing, and guides companies how to use co-creation to increase efficiency of their marketing practices. Co-creation is placed in the framework of digitalization, which is current megatrend in marketing influencing the traditional marketing methods. After deep analysis of current trends in marketing with focus on digitalization, the thesis emphases co-creation, describes the process of co-creation and applies it to an example of co-creation project of the brand Fa. It presents that co-creation project needs to be well planned and well executed as it can otherwise lead into brand dilution or the results would be different from company's objectives. In the end of the thesis, recommendations are deduced based on the concluded survey showing the further steps in Fa co-creation project as well as co-creation in general.
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Analysis of co-creation phenomena in Czech republic
Toušová, Kateřina ; Postler, Milan (advisor) ; Hokrová, Eva (referee)
The aim of this master thesis is to analyze co-creation as a marketing strategy and its use in Czech republic. Diploma thesis is divided into two parts, theoretical and practical. Theoretical part evaluate marketing communication strategies, principles of market research and consumer behavior. Practical part explains co-creation phenomena and evaluate its position in czech marketing strategies. Thesis also contains market research focused on perception of co-creation in public and business sector and medial analysis. Further part describe agency Perfect Crowd and its co-creation projects. Thesis is concluded by reccomendation for the future, based on overall analysis.
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