The determination of the framework for customer experience management: BOLT

Abstract

Customer experience is the cercle of the relationship with the customers that could by any type any time and in any place tangible or intangible sensual or non-sensual that a person has with any company department, its goods, or its services any time by utilizing any existing canal, customer experience has a positive consequence on the business itself starting with the quality and not just a specific sector all are included and that customer experience management framework is important for each company nowadays to build a strong relation with the customers and win competitors on many factors. The paper aims to find the best customer experience management framework model. It solves the customer experience issues at any point of interaction and transfer the bad experience into value that led to customer satisfaction and loyalty. Descriptive analysis and deductive reasoning were used to analyses the data. The outcomes of this study shared the ideal customer experience framework based on customer experience of Bolt shared economy company where the framework could be used by the same sector or different ones that leads to good benefits.