Customer Experience Management in the Detailing Industry

  • Bansal* D
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Abstract

Retailing, also popularly known as ‘detailing’, is becoming the blue-eyed sector of the emerging neo-liberal economy, generating revenues of approximately US$125 billion and is expected to get double to US$ 250 billion by 2020 from US$125 billion as of April 2017. For attracting the customers, organized retail stores need to be crème de la crème in terms of generating the value and differentiate their outlets from other unorganised retail stores. ‘Retail is Detail,’ so, organized retail players have to manage the customer experience and need to target the markets in best possible ways. This study analyzes the various factors that determines the customer experience in retail outlets. Also, the paper establishes some strategies for customers. Thus, implications are drawn for retail stores, as a result of the analysis and interpretation done.

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Bansal*, Dr. K. (2020). Customer Experience Management in the Detailing Industry. International Journal of Recent Technology and Engineering (IJRTE), 8(5), 924–929. https://doi.org/10.35940/ijrte.e5667.018520

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