Purpose: The purpose of this study is the purpose of this study is to gain a more in-depth understanding of customer experience management and how it enables growth within an organization. Background: Customer Experience Management has been described as a process where the entire experience of a customer with a product/service and a company is strategically managed. It has been highlighted as a key area for organisations to focus on, yet, CEM is continuously being researched both by researchers and business practitioners as there is still a vague understanding on the topic. Nonetheless, CEM has been displayed as a successful process, however, very little research has gone into showing that it could enable organizational growth.

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Customer satisfaction has become an increasingly important factor over the years and companies are starting to realize how important it is to satisfy their customers. This study aims to investigate which the most influential factors behind customer satisfaction are. This led to the creation of the following research question:  Which are the most influential factors that affect customer satisfaction in Swedish banks?  The research question was answered by the statistical testing of nine hypothesizes. The statistical analysis was done using multiple regression analysis as well as an independent t- test. The data for the analysis was collected through the distribution of 175 surveys, which were handed out to students at Umeå University in Sweden.  The result of the data analysis showed that 59.7 % of the variance in customer satisfaction was explained by four variables. These variables were: appearance, competence, trust and word of mouth. These four variables were found to significantly affect customer satisfaction. The study also showed that there were no differences between genders regarding customer satisfaction.  This study contributes to the area of research by identifying the variables that are the most influential on customer satisfaction in Swedish banking. The methodology and the results of this study could also be of help to other researchers who wants replicate the study in order to identify the factors behind customer satisfaction in their own respective countries.

The main aim of the study was to determine which measurement tool, existing or adapted, would be able to determine the levels of customer centricity within the sales channels of a specific organisation, operating in the South African financial industry. A literary study showed that in order to determine the levels of customer centricity, customer experience should be measured. Six questionnaires were administered, namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural loyalty intention. The data showed a statistical significance and a positive relationship between all the constructs within all the questionnaires except with that of CES. / MBA, North-West University, Potchefstroom Campus, 2014

Study Supervisor: Mr J.H. Visser Completed: 2008 / A loyal customer can mean a consistent source of revenue to organizations. Organizations have shifted their emphasis of finding customers to one of keeping customers. One of the relationship-marketing tools employed to harness customer loyalty is the customer loyalty programme. Loyalty programmes are an established feature of the retail landscape in mature, developed markets. The South African market has recently seen the implementation of such programmes. There is considerable debate as to the effectiveness of loyalty programmes in achieving customer loyalty. Research conducted in mature markets has revealed mixed results. The South African market has been shaped by the recent economic, political and social changes, and is unique in its make-up. The value and effect of loyalty programmes still have to be explored within this market. The study aimed at exploring the awareness, perceptions and effects of customer loyalty programmes within the retail industry of the Durban Metropolitan area. Focus groups were conducted from which a questionnaire was formulated. The questionnaire was then distributed to 115 consumers with the Durban Metropolitan area. The study revealed that the respondents within the sample had an accurate understanding of the purpose of a customer loyalty programme. A slightly higher proportion of respondents belonged to one or more customer loyalty programmes. It was revealed, however, that membership to customer loyalty programmes did not primarily influence purchasing behaviour. Consumers were influenced to join and use the customer loyalty programmes by the rewards and perks offered by the programme. Customers tended to favour programmes offering incentives perceived to be worthwhile and when the benefits of joining such a programme outweighed the cost. Regular customers are more loyalty programmes likely to join customer, thereby increasing the received benefits.

Approved for public release; distribution is unlimited / Customer Relations Management (CRM) can be defined in many ways. In this thesis, it is defined as the business process an organization uses to provide exceptional acquisition services to existing customers to retain their business and to motivate prospective DOD commands to become new FISC Norfolk Detachment Philadelphia customers. The four key elements to a Customer Relations Management system are 1) customer identification, 2) customer differentiation, 3) customer interaction, and 4) customized customer service. FISC Norfolk Detachment Philadelphia can apply CRM practices into the pre-solicitation, pre-negotiation and post negotiation phases of the acquisition process to add value to the customers' acquisition experience. Customer Relations Management encourages early customer involvement and communication along with the application of industry best practices, and the use of innovative acquisition process to save the customer both time, money. The implementation of CRM practices at FISC Norfolk Detachment Philadelphia will not go against the Federal Acquisition Regulations or the FISC Norfolk Philadelphia Mission Statement. / Civilian, Department of the Navy