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In order to enhance customer experience and manage customer knowledge in social media environment, this paper establishes the mechanism of customer experience impact. After reviewing the literature related to customer experience, we found that customer knowledge and customer engagement innovation are important factors influencing the customer experience, and creatively took into account the influencing factors of the social media environment. We concluded that customer knowledge and virtual customer environment can influence users to participate in innovation, and customer knowledge can influence customer experience through customer participation in innovation. This article can provide new ideas for how to manage customer knowledge and enhance user experience, which can increase user stickiness and improve business performance. Keywords—Customer knowledge; Customer participation in innovation; Customer experience

Research on the Relationship between Customer Knowledge, Customer Participation Innovation and Customer Experience in Social Media Environment