UNDERSTANDING CUSTOMER EXPERIENCE. by Christopher Meyer & Andre schwager. told people that lots of organizations has already focus on researching the customer experiences and figureing out the meaning of the data. “Many organizations place responsibility for collecting and assessing customer experience data within a single, IT-supported customer-facing group. Doing so accomplishes at least three things: It saves money; it protects customers from redundant and annoying solicitations; and it permits direct comparison of customers on the basis of their location, choice of product, or some other criterion.” It’s realy impressive that the customer experiences can bring so many advantages to business.
By the way, what is customer experience? customer experience gives us a brief an explaintation. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. Analysts and commentator who write customer experience have increasingly recognizaed the importance of managing the customer’s experience. Customers receive some kind of experience, it maybe postive or negative. It can be shared by customers, society or groups. For this kind of information, it will affect customers effectively on both ways.
The Zipcar Experience case shows us how did they sucess by using the customer experience.”For Zipcar, the experience begins on the website for both prospective and existing customers. People can find out about the service, sign up as members, find and reserve nearby cars, and manage their accounts. All aspects of being a Zipcar member have been thought through, from which cars to have in the fleet to how people identify which car is theirs to use at a given time; from handling gas station stops to insurance of the car and passengers; from parking space location to fleet management” They just use the what is exsited to show the magic.
Customer experience will give a image for the brands and products. It is important fo understand customer experience, which will help to math the expectation and increase the market share.