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Online CX Case Study: Refining dabs.com's Customer Journey

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yesim p. soylu
yesim p. soylu

The document discusses refining the online customer experience at a company. It first defines customer experience as the interactions customers have with a company that influence their perceptions of the brand. It then outlines examining the customer journey to understand the emotional bond between customers and the brand in order to align company actions and build these bonds. Finally, it provides an example case study of improving the online experience at dabs.com.

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Online Customer Experience CASE STUDY: Refining the online customer experience at Ilgın Ece Şahin Kemal Yerlikaya Melike Akdülger Okan Erol Seda Çetin Yeşim Soylu 12 May ’08 / Digital Marketing Lecture
Customer experience • what is customer experience/why is it important? • successful digital experiences • how to measure online customer experience The case: dabs.com Conclusion Outline
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey
Online CX Case Study: Refining dabs.com's Customer Journey

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Online CX Case Study: Refining dabs.com's Customer Journey

  • 1. Online Customer Experience CASE STUDY: Refining the online customer experience at Ilgın Ece Şahin Kemal Yerlikaya Melike Akdülger Okan Erol Seda Çetin Yeşim Soylu 12 May ’08 / Digital Marketing Lecture
  • 2. Customer experience • what is customer experience/why is it important? • successful digital experiences • how to measure online customer experience The case: dabs.com Conclusion Outline