Three perspectives of customer experience
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Transcript of Three perspectives of customer experience
Three perspectives of customer epxeriences
Customer experience as• Knowledge of customers• New offering• New construct for
understanding customer evaluations
Customer experienceas knowledge of customersPerspective 1
Knowledge of customers• Customers HAVE HAD
experience or not• Know how to use service or
not• Impacts expectations and
need for instructions
Customer experienceas new offeringPerspective 2
Customer experienceas new constructPerspective 3
Construct of customer evaluations
• Broader perspective• “the customer’s cognitive,
emotional and behavioral response to any direct or indirect contact with a company”(Edvardsson et al., 2005)
• Focus on interactions and active role of customers
Three perspectives of customer epxeriences
Jörg Pareigis@joergelp
This work is licensed under a Creative Commons Attribution 4.0 International License
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