Table 1 Customer experience segments... | Emerald Publishing

Table 1

Customer experience segments

Transition between customer segments	Customer experience for forward type	Customer experience for backward type
Potential customers, entry customers	New entry
Entry customers, growth customers	Low loyalty experience
Growth customers, high-frequency low-purchasing customers	HFLP experience
Growth customers, low-frequency high-purchasing customers	LFHP experience
High-frequency low-purchasing customers, quasi-excellent customers	HFLP to high loyalty experience	Backward spurious loyalty experience
Low-frequency high-purchasing customers, quasi-excellent customers	LFHP to High loyalty experience	Backward latent loyalty experience
Quasi-excellent customers, excellent customers	True loyalty experience	Backward high loyalty experience
High-frequency low-purchasing customers, excellent customers		Leap backward spurious loyalty experience
Low-frequency high-purchasing customers, excellent customers		Leap backward latent loyalty experience

Transition between customer segments	Customer experience for forward type	Customer experience for backward type
Potential customers, entry customers	New entry
Entry customers, growth customers	Low loyalty experience
Growth customers, high-frequency low-purchasing customers	HFLP experience
Growth customers, low-frequency high-purchasing customers	LFHP experience
High-frequency low-purchasing customers, quasi-excellent customers	HFLP to high loyalty experience	Backward spurious loyalty experience
Low-frequency high-purchasing customers, quasi-excellent customers	LFHP to High loyalty experience	Backward latent loyalty experience
Quasi-excellent customers, excellent customers	True loyalty experience	Backward high loyalty experience
High-frequency low-purchasing customers, excellent customers		Leap backward spurious loyalty experience
Low-frequency high-purchasing customers, excellent customers		Leap backward latent loyalty experience

Note(s): HFLP is high-frequency low-purchasing; LFHP is low-frequency high-purchasing