Customer Channel Migration

Customer Responses to Channel Migration Strategies Toward the E-channel

Many firms stimulate customers to use the E-channel for services, which provokes various consumer responses to such limits on their freedom of choice. In a study on bank customers, we examine the extent of customer reactance in response to various E-channel migration strategies, the potential of incentive programs in mitigating customer reactance, as well as the moderating role of attitudinal l...

Determining the Impact of Internet Channel Use on a Customer’s Lifetime

JOURNAL OF INTERACTIVE MARKETING VOLUME 22 / NUMBER 3 / SUMMER 2008 Published online in Wiley InterScience (www.interscience.wiley.com). DOI: 10.1002/dir.20114 n light of mature markets and increasing competitive pressure, retaining the existing customer base becomes crucial for the future success of a firm. As a consequence, firms are increasingly interested in understanding the factors influe...

Modeling Customer Relationships as Markov Chains

INTRODUCTION The lifetime value of a customer is an important and useful concept in interactive marketing. Courtheaux (1986) illustrates its usefulness for a number of managerial problems—the most obvious if not the most important being the budgeting of marketing expenditures for customer acquisition. It can also be used to help allocate spending across media (mail vs. telephone vs. television)...

Inventory Showrooms and Customer Migration in Omni-channel Retail: The Effect of Product Information

Omni-channel environments where customers can shop online and offline at the same retailer are increasingly ubiquitous. Furthermore, the presence of both channels has important implications for customer demand and operational issues such as product returns. We propose that, given the opportunity, customers self-select into channels based on their need for visceral product information, i.e., the...

Analysis of Evaluation System of Customer Experience In the Background of Multi-channel

On the basis of literature research and field research, the article analyzed and summarized factors that affect the customer experience, and built index system of customer experience quality evaluation and evaluation model to help businesses understand the multi-channel customers’ behavior, to be evaluated on its own channel construction and the customer experience, enabling enterprises to the ...

The New Physics of Customer Loyalty Manage Customer Migration Based on the Loyalty Profile of Your Customer Base