Customer experience: Extracting topics from tweets

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience.

Introduction

A superior customer experience is key to retailer's success (Grewal et al., 2009, 2017; Verhoef et al., 2009). Academic research (Klaus, 2020) as well as industry reports (KPMG, 2020) have acknowledged customer experience management as a barometer...