V3I7P39

An Analytical Study of Customer Experience and Engagement at Decathlon

Venkatesh Prasad K R¹, Varshitha B Gowda^2*

Abstract

This study examines customer experience and engagement at Decathlon by evaluating in-store, online, and post-purchase interactions, along with the impact of loyalty programs and personalized communication on customer satisfaction. The findings show that positive shopping experiences and effective engagement strategies strengthen customer satisfaction, purchase decisions, and long-term customer loyalty.

Keywords:

Customer Experience ; Customer Engagement  ; Retail Industry