Module 3 week 2

Hello everone!

I´m now in Singapore and will be here for two months, it´s fantastic and so extremly hot. Now to the assignment for the week. I will reflect on the principles of persuation and relate to my organization. 

To make it easier for you to read I will go through them one by one. 

1, Reciprocity= the best example I can think of is when we give goodie-bags on events. In the goodiebags we use to but one product, a catalog and a rebate check to use on your next purchase. 

I also think I can apply this on occasions when a customer gets that extra service in one of the shops. By giving that extra time and service the customer will get something extra than just a "normal" visit in the store. 

2, Scarcity= Hm this is a tricky one in our business. When a product is in the catalog they get angry if we run out of the item, of course. And when it´s on sale they buy it because it´s cheap I think, not because it´s less of it left. 
Maybe if we had some products that we launched as limited edition that would work? 

3, Authority= The importance of having good stuff! Knowledgeable och well-informed staff is our key to satisfied customers, and probably everone elses to. In every shop there are a manager to help the others working there with quastions and solving problems. If there is a problem with a customers the managers can with hers/his authority often solve the problem faster than a "regular employed". The authority of the word "I will bring my boss" is incredible. 

4, Consistency= In every store we have a book where customers can write their emai.-adress if they want to have VIP-offers and information. I think this is the closest we come to consistency.

5, Liking=This is the most important for us I think! Customers like our products, are being recemended and recommend to others, can identify with other customers and the brand. So interesting! 

6, Consensus= People seems to buy a jewellry if we tell them it´s a classic or bought by many others. And of course the jewellries that we are wearing. 

I could write much more but it would take you so time to read so I stop here. This is so interesting and it will be a pleasure reading your blogs!

Module 3, week 1

Hello everyone!

New week and most of all new module! I´m so excited after watching the videos.
As I wrote earlier, I´m attending this course to widen my perspectives, and learning about Dr Cialdini´s 6 shortcuts sure does. This is so interesting and I can´t wait for learning more!

After looking at the videos I sat and thought about the steps and how I react myself in similar situations, it´s almost scary how well it matches how I react and act in the daily life.

Module 2 week 4

So first of all. in last weeks blogpost I mixed the theories from this course and another course I´m taking. So sorry if I confused anyone...

For this week I will reflect on the short- and long term effects of customer experiences.

Looking at my own situation I would say it depends if it´s new customer or someone who has been a customer for years. For a firsttime customer to get bad experince will influence the whole picture of the brand, the same experience for a brand-loyal customer would hopefully not do as much damage.

To be able to get brand-loyal customers we have to give them god experinces for a long period of time.

Let´s say we are having a problem with our products and can´t deliver on time. First time happening the customer will probably get a little bit irritable but not to bad if we inform and appologize. But if our problems continues and a customer experince this two or three times, we will no longer have that person as a loyal customer.

Can we make our customers happy or unhappy?
Yes of course we can. Once again it´s about expectations and our ability to fulfill them.

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!

Mening with this blog

Hi,

My name in Malin Hegart, living in Stockholm and I have created this blog for the course Understanding Custimer Experience, fall-15 at the University of Karlstad,

I have studied two years at the University of Skövde, POL-programmet (HR and economic) but have now decided to move to Stockholm and reading distance courses in the fall, one of them at the University of Karlstad.

My main interest is entrepreneurship, how to develop in idea get the staff motivated and create a workenvironment that is healthy for both the company and people working in it.
Outside work and studies I appreciate spending time with frinds, the archipelago, gardening and good food.