Module 2 week 3

Have the module lived up to my expectations so far? 

I would say yes. I´m learning a lot of new things during this course, not only about custumer experience but also things like Tweetchat and online webinars are totally new for me. 

In blogpost 1 I´m writing about how I want to have a "eye-opener". So far the most interessting according to me has been the theory Moments of Truth. 

When thinking of my personal- and professional life I realised how every part matters and even the shortest contact with the business contributes to my feelings about the brand. 

For my self it´s important with professional and good service. I have two equal food-stores nearby. Actually one is cleaner and is located i little bit closer. But, the staff makes me feel like I´m in the way. Never a hello or a smile just stonefaces and sighs. Not good enough for me who want be as happy when walking out of the store as I was walking in. 

The face to face interaction between customer and staff are so important for the good value of the customer, and I honestly think we can do better at my job. 

It´s fascinating how SAS turned the company from bottom to the top, that´s something we can learn and think about working with customers!

As I have written before our customers have different expectations depending where they live. Looking at the model Value added by relationship I think we have to act a little bit diffrent to fulfill our customers experiences.
In the bigger cities a afterwork with good offers would be appreciated, people could walk by on their way home. On the countryside people just don´t walk by. They most likely have taken the car to work and would propably be happier with a discount to use when they want. 

In addition of advertisments and social media we are using e-mail. The advantage of this is that we can adapt the information and message to each stores customers. We can add value to the customer based on what their expectations are.

I´m really looking forward to learn about customers satisfaction, it´s only getting more interesting the more you learn!

Module 2 week 2

Hello blog,

This week´s assignment is to reflect of the two sides of satisfaction.

I´m working in a company in the jewelrybusiness, or now more lifestyle actually, The company has grown enormous during the last couple of years and the range has been extended to clothes, shoes and extended interior assortment.

This blogpsot will focus on the private customers. The people that shop in our stores and in the webshop.

In the jewellrybusiness there a constant balans between quality-price, trends- our own style and also buildning the brand with stores, packaging, staff, webpage and so on. It is a fast business! At least four new collections every year, fairs several times per year. It is important to always remember the customers in this rapid carousel.

Within each group of customers, and undergruop, the The Expectancy Disconfirmation Model can be used. There are diffrences between the customers in stores and customers online.
The customers that shop in the webshop expect fast delivery and that the productdescription and pictures matches the real product. Logitistic are the most important here for shorten the delivery time as much as we can.
I have noticed that the customers in the countryside are looking more for the personal contact and buildning a relation with the staff. They want to be remembered by name and do a lot more small talking compared to customers in the cities where knowledge and service are more important.
In shops the staff are the most importent component to influence the customers and get them satisfied. Exept from the obvious that they should be nice and knowledgeable we also have to look for our different customers expectations. On the countryside it´s more important to have the same persons working as long as possible for them to get a change to bulit a relation to the regulars.

I´m already learning from this course. New perspectives and more knowledge will hopefully improve my chances of doing a god job. The customers are so important, we have to do what ever we can do get them as satisfied as possible.

Module 2, Week 1- Expectations of the module

New week, new challenges and hopefully knowledge about our customers.
I have looked at the uploaded films and read articles, just as tricky as always with scientific articles ;)

I hope that after the module have gained new perspectives and ways of thinking of customers and their meeting with the company. I´m taking this curse as a "eye-opener", there is always two sides of everything and with the knowledge about customer experience, I hope to be able to improve and customize the company´s behaviour  for a great meeting for both customers and the employees. I cross my fingers for a lovely win-win situation.

Looking forward seeing you on friday!