Business and Real Estate

An issue of great importance to analyze the customer experience is to understand clearly what the points of customer interaction with the company are and what elements are those that can positively affect what the customer experiences at this point of contact. Everything is also based on the promise of value offered and the perception of price and value for the customer. If I pay for a 5 star hotel, my expectations are much higher in terms of service and facilities, compared with the payment I can do for an average tourist-type hotel. So the experience will agree with the price paid and value received. This is where the promise looms large as a company value is offered and above all that the customer understands what to expect for the value you are paying.

Another important element is that Meyer and Schwager mentions in his article regarding that not all points of contact can have the same value, however it is important to consider that a bad customer experience, whether in a contact point is not making a purchase decision, you can create an upset customer or predisposition to the company, product or brand. “Not all contact points are equivalent. Service interactions are more important when the core offering is a service. The contact points leading to the client to a later and more valuable interaction are even more important. Companies need to map the points of contact broker and monitor congestion. At each point of contact, the gap between customer expectations and experience points to the difference between slightly lower satisfaction. ”

Now, a positive experience is the first key component to generate a process foundation of customer loyalty to the company. A memorable experience, so you can generate a greater force in the bond of loyalty. A consistent positive and memorable experience creates customer loyalty, though not the only element. Depending on the activity of the company, other factors such as innovation, competitiveness and other elements can cause the client to be more inclined to the analysis of alternatives. However, an excellent starting point to generate loyalty is to fulfill the promise of value and where possible exceed, by a consistent set of experiences. The question then is how to construct this series of memorable experiences?

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