E-Commerce Vs Retail. The importance of shifting from a product-centric to a customer-centric approach: customer experience as a strategic priority and a key driver of value for companies.

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dc.contributor.advisor Vaia, Giovanni it_IT
dc.contributor.author Ursino, Alessandro Pietro <1992> it_IT
dc.date.accessioned 2018-02-14 it_IT
dc.date.accessioned 2018-06-22T09:58:19Z
dc.date.issued 2018-03-08 it_IT
dc.identifier.uri http://hdl.handle.net/10579/12734
dc.description.abstract This paper emphasizes the importance for companies in today’s world to adopt a customer-centric approach that puts customers and their needs at the center of the strategy. Considering the multiplication and greater complexity of touch points through which customers can get in contact and interact with firms, and the rise of a more empowered and demanding customer, delivering seamless and innovative customer experiences is presented as a key driver of value. This is demonstrated by examining successful strategies and practices implemented by companies in various industries, from retail to public libraries. The concept is then further strengthened by analyzing in depth L’Oréal’s approach to customer experience and a representation of the Group’s commitment to enhancing it: the Salon E-motion transformation program launched in 2015 to “re-enchant the client’s emotional journey” in the professional beauty industry. it_IT
dc.language.iso en it_IT
dc.publisher Università Ca' Foscari Venezia it_IT
dc.rights © Alessandro Pietro Ursino, 2018 it_IT
dc.title E-Commerce Vs Retail. The importance of shifting from a product-centric to a customer-centric approach: customer experience as a strategic priority and a key driver of value for companies. it_IT
dc.title.alternative The importance of user experience: the L’Oréal case it_IT
dc.type Bachelor Thesis it_IT
dc.degree.name Economia e gestione delle aziende it_IT
dc.degree.level Laurea magistrale it_IT
dc.degree.grantor Dipartimento di Management it_IT
dc.description.academicyear 2016/2017, sessione straordinaria it_IT
dc.rights.accessrights closedAccess it_IT
dc.thesis.matricno 860915 it_IT
dc.subject.miur SECS-P/08 ECONOMIA E GESTIONE DELLE IMPRESE it_IT
dc.description.note it_IT
dc.degree.discipline it_IT
dc.contributor.co-advisor it_IT
dc.date.embargoend 10000-01-01
dc.provenance.upload Alessandro Pietro Ursino (860915@stud.unive.it), 2018-02-14 it_IT
dc.provenance.plagiarycheck Giovanni Vaia (g.vaia@unive.it), 2018-03-05 it_IT


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