Introduction
Customer experience management (CEM) is an important strategy that focuses on consumer perspective as it seeks to meet consumers’ wants more efficiently (Arineli & Meirelles, 2015). The primary objective of CEM is to enhance customer loyalty and restore constant interaction between clients and the firm products. The Fashion industry is diverse and has been characterized by increased competition over the recent past. This study appreciates strategies used by service firms in the fashion industry to develop customer experience management. The paper focuses on Alibaba, which is an e-commerce business with different platforms used by companies to support online shopping.
Main Body
Customer ...