CX metrics

Analyzing Amazon’s Customer Experience Strategy in the UK

Bibiography Lemon, K. N., & Verhoef, P. C. (2021). Understanding customer experience throughout the customer journey: The impact of digital transformation. Journal of Marketing, 85(3), 78–98. https://doi.org/10.1177/0022242921994187 Kranzbühler, A.-M., Kleijnen, M., & Verleye, K. (2023). Measuring customer experience performance: Integrating qualitative and quantitative metrics. Service Industries Journal, 43(5), 302–321. https://doi.org/10.1080/02642069.2022.2161953 Rawson, A., Duncan, E., & […]

📅 October 13, 2025 ⏱ 7 min read

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