An Evaluation Of The Management Of Customer Experiences By Zimbabwean Commercial Banks

ABSTRACT The research investigates the management of customer experience by Zimbabwean commercial banks. The Zimbabwean banking sector has witnessed significant changes characterized by rebranding of some banks, increased stiff competition, and the uneven shaky playing field/unstable environment. Most of the products being offered by the banks have become standardised therefore banks are being forced to orient their strategies towards customers instead of products making customer experiences a very key factor in strategic management. This research aimed at exploring the customer experience ma…