Customer Experience Management

Language: Polish Studies in Polish

Subject area: economy and administration

University website: www.dsw.edu.pl/english

Customer

In sales, commerce and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration.

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Experience

Experience is the knowledge or mastery of an event or subject gained through involvement in or exposure to it. Terms in philosophy such as "empirical knowledge" or "a posteriori knowledge" are used to refer to knowledge based on experience. A person with considerable experience in a specific field can gain a reputation as an expert. The concept of experience generally refers to know-how or procedural knowledge, rather than propositional knowledge: on-the-job training rather than book-learning.

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Management

Management (or managing) is the administration of an organization, whether it is a business, a not-for-profit organization, or government body. Management includes the activities of setting the strategy of an organization and coordinating the efforts of its employees (or of volunteers) to accomplish its objectives through the application of available resources, such as financial, natural, technological, and human resources. The term "management" may also refer to those people who manage an organization.

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Management

In the long-run the workman may be as necessary to his master as his master is to him, but the necessity is not so immediate.

Adam Smith (1776) The Wealth of Nations Chapter VIII, p. 80

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Management

Poorly managed corporations, disorganized businesses, and badly led service agencies experience crisis daily and most will eventually fail. In contrast, the danger is to well organized, smooth running institutions that may not recognize a building crisis. Too often, sound organizations rely on their normal modus operandi to pull them through a crisis. It might. But at what cost? And what if it does not pull them through?

Wheeler L. Baker, Crisis Management: A Model for Managers (1993), p. 6

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Experience

I've seen the elephant, and I've heard the owl, and I've been to the other side of the mountain.

Author unknown. "'Seeing the elephant,' though it has pre– and post–gold rush currency, was an immensely popular expression among the overlanders [those journeying in covered wagons to Oregon and California] … connoting, in the main, experiencing hardship and difficulty and somehow surviving. Emigrant diaries and letters are filled with humorous references to that ubiquitous animal." John D. Unruh, Jr., The Plains Across: The Overland Emigrants and the Trans-Mississippi West, 1840–60, chapter 4, p. 443, note 22 (1979).

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