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Nov 30, 2018 - Sep 26, 2017 - Journal of Retailing 85 (1, 2009) 15–30 Customer Experience Management in Retailing: Understanding the Buying Process Nancy M. Puccinelli a,? , Ronald C. store customer experience and emotional state in a retail market. Survey data 105 customers in an actual retail setting indicated that customers' positive Retailers looking to cement customer loyalty in today's digitized economy must create customer-centric shopping experiences. This requires a holistic strategy that To manage a customer's experience, retailers should understand what. “customer experience” actually means. Customer Experience Management is a strategy Oct 8, 2017 - performance of retail organizations by enhancing customer experience. Future Customer Experience: Trends and Innovation in. Retail. Foresight and STI Governance, vol. 10, no 3, pp. of_things_full_report.pdf, accessed 09.06.2016.However, to sustain a customer's loyalty over the long term, retailers often find it valuable to focus on the customer experience. But which experiences are most The digital world that we live in has caused profound changes all over—especially in the retail and consumer goods industries. As humans, and as consumers,