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The experience economy pdf


the experience economy pdf

them.
Arlington-Va.-based business insights firm, CEB, surveyed nearly 800 marketers at Fortune 1000 companies and found that, on average, just 11 of akikan episode 7 sub indo marketers depend ice cube true to the game on data for all customer-related decisions.
Customization means producing in response to a particular customer's desires.According to Kerry Bodine, co-author.The highest order of an economic offering.And something thats actually going to generate money, Bodine says.If the experience aligns with your expectations or exceeds your expectations, then the experience is going to be good.Variety means producing and distributing product choices to outlets in hopes that customers will buy them.But without having a cohesive customer experience strategy, its difficult to deliver a customer experience strategy thats consistent with other channels.Customer Surprise what customer gets to perceive - what customer expects to get.
When marketers are immersed in the details, its difficult to see the big picture.
Companies should charge based on the value they add.
Commodities: you charge for stuff, goods: you charge for tangible things.
So that outside in perspective is a critical piece of that, says Hinshaw.Bodine advises observing customer behavior in a natural setting.(Grand Canyon, Rainforest Cafe).With access to endless streams of information right at their fingertips, todays customers are more empowered now than ever before.Embrace theatre as a model for performance.The fact is that its very difficult for companies to look at the experience from the outside.Services: you charge for the activities you execute.If you have an expectation going into an interaction, and that expectation is unmet, then the experience is going to be poor.If youre clear with them, most people are willing to give it to you.Therefore, many brands dont have a deep understanding of what their customers really want and need.That means if you want to meet your customers needs with a digital experience, you need to be able to walk a mile in their shoes to be able to interact with your company through digital channels as if you were a customer.According to a 2011 Global Customer Experience Peer Research Panel Online Survey conducted by Cambridge, Mass.-based Forrester Research Inc., improving online customer experiences tops the list: 77 of participants viewed it as a major objective of their companys 2012 customer experience program.Customer Suspense what a customer does not yet know - what they remember from the past.


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