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Customer Experience

Customer Experience
by

Monica Teddy

on 7 October 2016

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Transcript of Customer Experience

Customer Experience
What is customer experience ?
Customer's Opinion
Product/Service
COMPETITIVE BATTLEGROUND
The Importance
of
Customer
Experience
Know customer's perception
Better product or service quality
Customer Loyalty
Benefit
Sacrifice
Money
Transaction Costs
Psychic Costs
Value
When Do Customers Experience Value?
Value in exchange
Value in Use
Value in experience
Using CRM in Managing Customer Experience
Application of CRM
Customer Experience
Usability
Flexibility
High Performance
Scalability
Improve Customer Experience
Customer Experience
Mobile Support
Live Chat
Self Service
Social Support
Omni-channel
Support
Challenges in Managing Customer Experience
Benefits of CRM
in Managing Customer Experience
MARKETING MIX
Product
Price
Place
Promotion
Physical evidence
People
Process
CUSTOMIZATION
Product
service
experience
Reliability
Assurance
Tangible
Empathy
Responsiveness
Brand
Customer Relationship
Program
Special
Program
Stage of
Customer
Experience
Full transcript