A prominent marketing concept posits that a customer’s satisfaction with an experience is based on prior expectations. To the extent that customer expectations differ from experience, confirmation or disconfirmation is said to occur. In other words, if you expect to be happy with a new toy and you are, your expectation is confirmed. If you’re not […]
Reflecting on the module’s videos
I would like to comment on the video that talks about the “Physical evidence and the servicescape” by Brian Wilson. I liked the ending phrase of the video “All physical evidence of a business sends a message to the customers, make sure it’s the one you intend”. Because of my work I travel too much, … Continue reading Reflecting on the module’s videos
Mod. 5 week 3. Identify a situation of interaction between customer and servicescape
I will base my examples on the video about “Resource integration”. I have always been attracted to the innovation. Imagine finding yourself in another country and wanting to talk and why not videocall your doctor who is in another part of the world. In Sweden, not so recently, it is been possible via app. You … Continue reading Mod. 5 week 3. Identify a situation of interaction between customer and servicescape
Mod. 5 week 2. Reflect upon one or two videos
I will use as example the video about “Customer experiences of resource integration”. I found it very interesting for what it takes to me. I like the way it explains how the customers act in a determinate situation. In that case it has been analyzed what a customer does when decide to use public transport. … Continue reading Mod. 5 week 2. Reflect upon one or two videos
Farewelling my smartwatch – a tale of data value
I stopped wearing my smartwatch this week. Or, to be more accurate, I stopped wearing the latest smartwatch that I have been wearing. I started off with a Fitbit Charge HR (arguably not a smartwatch, I’ll give you that) until that fell to pieces, then moved on to a Sony Smartwatch 3, and then had … Read moreFarewelling my smartwatch – a tale of data value
Identify a situation of interaction between customer and servicescape, which is NOT from your organization.
I will relate the concepts to McDonald’s way of working with their servicescapes (showing what is in their menu and paying process). In one of the videos (the first one – ”physical evidence and servicescapes”), they are talking about the message to the customer and the importance that it sends the wanted message with efficiency … Fortsätt läsa Identify a situation of interaction between customer and servicescape, which is NOT from your organization.
Module 4 – Customer interactions
Hello team! It has past a lot of time since my previous post. During that time I’ve changed a work and a country of residence and hope all these excuse me in a some way for the such a late catching up 🙂 I’ve higly enjoyed our 4th Module – Consumer interactions. I always feeled … Continue reading Module 4 – Customer interactions →
What do I expect from customer’s experience rooms module?
From the videos and what I have read so far, I would say that what I expect from this module is how the environment in which the encounter between customer and providers takes place, can affect the overall experience the customers get. After this module, I believe, I will be able to differentiate and categorize the different … Continue reading What do I expect from customer’s experience rooms module?
Blah, Blah, Blah
When someone called our vintage airplane ride company’s 800 number, and it was busy, the perky recorded voice (my wife’s) said, “All our lines are busy, but your call is very important to us. Blah, blah, blah.” The blah, blah, isn’t writer’s shorthand for the usual mindless message, she really did say, “blah, blah, blah.” A few […]