Customer Journey

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Nipashe Kiswahili

Customer experience implies customer involvement at different levels – such as rational, emotional, sensorial, physical, and spiritual. [3] [ need quotation to verify ] Customers respond diversely to direct and indirect contact with a company . [4] Direct contact usually occurs when the purchase or use is initiated by the customer. Indirect contact often involves advertising, news reports, unplanned encounters with sales representatives, word-of-mouth recommendations or criticisms. [5]