This study
explores the impact of Customer Experience Management (CEM) on customer loyalty
within the retail industry in Lagos, Nigeria. As competition in the retail
sector intensifies, understanding the role of customer experience in fostering
loyalty has become essential for businesses. This research addresses the
primary question: How do customer experience management strategies impact
customer loyalty within the retail industry in Lagos, Nigeria? Three
sub-questions guide the analysis, examining the influence of critical CEM
components, customer perceptions of CEM quality, and the relationship between
CEM and loyalty.
The Impact of Customer Experience Management on Customer Loyalty Within the Retail Industry in Lagos, Nigeria.
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