This report provides an in-depth analysis of the digital customer journey, focusing on data, profiling, and Customer Relationship Management (CRM) strategies. It explores the factors influencing online customer satisfaction, such as website quality, effective online services, and product delivery. The report examines customer satisfaction models like the dis-confirmation of expectation model, the perceived performance model, and the attribution model. It also discusses key elements impacting customer experience, including shipping, product quality, pricing, and delivery time. Furthermore, the report highlights current trends like safety and sanitization, designer masks, trendy dresses, and technological payment methods, emphasizing how companies like Next plc can adapt to meet evolving customer expectations. The conclusion emphasizes the importance of mapping the customer journey and employing effective marketing strategies to enhance online customer satisfaction.
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