Video Homework
Watch the YouTube Video " Understanding Customer Experience throughout the Customer Journey - Kay Lemon and Peter Verhoef" and answer the following questions:
o Define customer experience and explain the key components in the concept. Provide two brand examples that reflect positive customer experience.
o What are the three stages of customer journey? What are the related consumer behavior during each stage?
o For each stage, please discuss the key touchpoints and use some examples to illustrate how touchpoints influence customer experience.
o The webinar provides an overview of measuring customer experience. Please provide a summary of your learning on this topic (100-150 words).
Format your homework according to the following formatting requirements:
o The answer should be typed, using Times New Roman font (size 12), double spaced, with one-inch margins on all sides.
o The response also includes a cover page containing the title of the homework, the student's name, the course title, and the date. The cover page is not included in the required page length.
o Also include a reference page. The Citations and references must follow APA format. The reference page is not included in the required page length.