THE IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT ON BUSINESS SUCCESS
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THE IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT ON BUSINESS SUCCESS
This study aimed to examine the impact of customer experience management (CEM) on business success, focusing on objectives to evaluate how CEM influences customer satisfaction, analyze its effect on customer loyalty, and assess its role in enhancing business performance. A survey research design was justified for its ability to capture comprehensive data from a large sample, ensuring robust findings. Taro Yamane’s formula was used to determine a sample size of 360 respondents from the hospitality industry in Port Harcourt. The reliability coefficient score for the survey was 0.90, indicating high reliability. The study found that effective CEM significantly enhances customer satisfaction, loyalty, and overall business performance. Recommendations include implementing comprehensive CEM strategies and continuously monitoring customer experiences to drive business success and customer retention.
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