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Conclusion
Published in James William Martin, Operational Excellence, 2021
Understanding the customer experience helps identify new products and services as well as ideas to improve current ones. VOC information is gathered from many sources, called listening posts, which are relatively new (e.g., social media). Listening modes have differing cost and time commitments and produce differing levels of information. For these reasons, they need to be carefully planned, piloted, and fine-tuned. Improvement projects identified from gathering the VOC should be selected and aligned to solve customer issues. Sometimes several projects may be needed to favorably impact overall customer experience. As an example, improvements in product availability, pricing accuracy, location, and other areas may be needed to improve a net promoter score (NPS).
Artificial Intelligence (AI)
Published in P. Kaliraj, T. Devi, Artificial Intelligence Theory, Models, and Applications, 2021
Customer experience is the experience which the customer of the product has with the organization during the course of their relationship. Customers can start interacting with the organization the moment they start the search for a particular product. The search can be an online search or a search in the physical store. For the customer, the whole journey from trying to search for the product to making the purchase decision to buying, using, and getting support throughout the life of the product is what makes the whole customer experience.
Tools for Quality
Published in Flevy Lasrado, Norhayati Zakaria, Internalizing a Culture of Business Excellence, 2018
Flevy Lasrado, Norhayati Zakaria
I believe that there is more than one perspective on quality. The narrow perspective considers quality a practice to increase customer satisfaction and reduce cost—in other words, take actions to increase profit. This approach focuses on customer retention by enhancing the customer experience and reaching their expectations, especially for repeat business. The wider perspective of quality considers the different groups and stakeholders by identifying their needs and expectations and providing the drivers to exceed those needs and expectations.
Autonomous Taxi Service Design and User Experience
Published in International Journal of Human–Computer Interaction, 2020
Sangwon Kim, Jennifer Jah Eun Chang, Hyun Ho Park, Seon Uk Song, Chang Bae Cha, Ji Won Kim, Namwoo Kang
The entire research process and the methodologies used for each process are shown in Table 2. In the service design stage, to analyze the conventional manned taxi service and derive expected scenarios when the autonomous taxi service is adopted, customer journey mapping and touchpoint analysis are performed. Subsequently, a service blueprint is accordingly designed, and the issues that require attention in each service stage are examined. Customer journey mapping is a method for defining the process through which customers experience the service, and for visualizing customer experience during the process (Lemon & Verhoef, 2016). Touchpoint analysis is a method for defining and visualizing the contact points where a customer interacts with the provider during the service (Clatworthy, 2011). Service blueprint is an advanced design tool including the customer journey map and touchpoint analysis; it describes the relationships between the service elements in detail. It is the most widely used method in service design and product-service system design (Fließ & Kleinaltenkamp, 2004; Geum & Park, 2011; Shostack, 1982).
Pros and cons of implementing Industry 4.0 for the organizations: a review and synthesis of evidence
Published in Production & Manufacturing Research, 2020
The customer experience engulfs all the aspects of the company openings. It includes quality of customer care, advertising, packaging, product and service features, ease of use, and reliability. It is the internal and subjective response a customer has in response to any direct or indirect contact with the company (C. Meyer & Schwager, 2007). One of the important customer experience definitions are ‘the customer experience originates from a set of interactions between a customer and a product, a company, or part of its organization, which provoke a reaction. This experience is strictly personal and implies the customer’s involvement at different levels (rational, emotional, sensorial, physical, and spiritual)’(Gentile et al., 2007). The classical pyramid model expounds the company-customer, company-employee and employee-customer interactions area three-dimensional pyramid with technology at its apex (Parasuraman, 2000). This model suggests that technology will form the central tenant in customer experience. The automation and computing technologies in Industry 4.0 will result in customers gaining more power and control (Camarinha-Matos et al., 2017; Tjahjono et al., 2017).With the implementation of Industry 4.0, the responsiveness and profound information availability will increase due to vertical, horizontal and end to end integration. The new information can be strategically parted to the customers to create a unique customer service experience. Thus,manufacturers will have an opportunity to co-create a delightful customer experience for the customers, which will result in a competitive advantage. This is because customers do not mind paying more for delightful customer experience (Gilmore & Pine, 2002). To cite an example the customers will be able to track their products even in the production line, for customized products. The detailedand the contextual data due to integration mechanism will form the foundation for swiftlydeciding the issues between customers and manufacturer.