A Selection of articles on Customer Experience Management
As part of the current state of research on the topic of Customer Experience Management I have performed a literature review, here are some of the most relevant articles:
Understanding Customer Experience, Christopher Meyer, Andre Schwager, Harvard Business Review, February 2007
Managing the Total Customer Experience, Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel, MIT Sloan Management Review, Spring 2002
Managing Service Experience Clues [free], Leonard L. Berry, Eileen A. Wall, Lewis P. Carbone, Academy of Management Perspectives, Spring 2006
What makes customers tick? [free], Lewis P. Carbone, Marketing Management, August 2003
Customer Experience: Hype or Help [free], British Telecom, British Telecom White Paper
Joining Strategy and Usability: the Customer Experience Methodology [free], Marc Hurst, Creative Good, 2003
Winning by understanding the Full Customer Experience [free], David Rickard, The Boston Consulting Group, 2006
Engineering Customer Experiences [free], Lewis P. Carbone and Stephan H. Haeckel , Marketing Management, 1994
Customer Loyalty and the Elements of User Experience [free], Jesse J Garret, Design Management Review, December 2006
Scenario Design: A Disciplined Approach to Customer Experience, Bruce D. Temkin, Forrester Big Idea, July 2004
How to approach Customer Experience Management, Ed Thompson, Esteban Kolsky, Gartner Research, December 2004
Will you survice the Services Revolution, Uday Karmarkar, Harvard Business Review, June 2004
Basic Training: There are no shortcuts on the road to a great experience, David Lidsky, FastCompany, September 2006
I have provided links to most articles but if you are not able to view them (or just by purchasing them) here is hint: Try to contact the author of the paper directly, he might be able do send you a copy of the article.
In case your favorite article on Customer Experience Management is missing, please send me a mail.
