Optimizing customer experience

Date of publication: December 4, 2017

Abstract:

Design research is an integrated process where the client and research team work together closely. Design thinking brings a new mode to traditional market research methodology and which can lead to better marketing innovations and solutions. How to apply design thinking elements in the process of creating meaningful service experiences among the different customer touch points, how these touch points are constantly changing in the China landscape, and what brands should be doing in order to innovate and maintain a competitive advantage is addressed in this paper.

Rebecca Chen

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Weiwei Zhang

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