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 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!
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