The Customer Experience Introduction
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| Courtesy of Vignetting Photography - Den Helder, Netherlands 2015 |
A customer's experience can impact your organization's reputation in several ways. Depending on how you treat your customers, the organization's products, and services can stand out in a bright beautiful light or stand out in a negative way.
Marketing Management MK640-45 this summer at Western New England University located in Springfield Massachusetts helps me and my business, Vignetting Photography understand the total customer experience that can give my organization the opportunity to discover sources of customer frustrations and disappointment in our services and products. With this understanding, I can quickly adjust our direction to help alleviate any future issues.
The total customer experience consists not only of the interaction but also the purchasing, usage and replacement experience. The purchasing can be information gathering, evaluation, order process, and payments. The user experience is the customers' true value of the product. The last stage is the replacement or upgrade stage where the organization can reintroduce themselves. The level of satisfaction depends on all three stages of the customer's experience.
When an organization can identify their weaknesses, they can discover ways to improve their respective products and services, to fit their customer needs. The difficult part for many organizations is that customer don’t voice their frustrations. The flip side to that, when customers do voice their frustrations, some organization ignores the concerns. This allows competitors to start to chip away into your market share.
Throughout the semester, I will be attempting to understand my customers, both internal and external to provide the best service Vignetting Photography can provide. The point is, I want to bloom and stand out in a positive light. I hope you continue to follow us as we proceed down this new adventure of Vignetting Photography re-focusing ourselves to understanding our customer needs and problems, to better serve them.
Angel, first of I quickly check out your company and congratulations on its success. Having your own business is not easy and I give you a lot of credit.
ReplyDeleteIn terms of you post, I found it a lot more meaningful because you were able to connect concepts back to your own life and job. I agree when you say customers may not every voice their opinion. Tell you the truth when I think a company should be doing better I still tend not to say anything. For this reason I think companies should work on how they get customer response. I have received long 30+ question surveys in the past and I will tell you right now I never finish them. I wonder if companies, even your own, can come up with a easier way of collecting customer opinions. Any Ideas?
Hello Freedman,
ReplyDeleteThank you for your comments and words of encouragement. I truly appreciate them. Getting customer response is extremely difficult. But I too, have received the long 30+ questions and ignore them as well. I also dislike the ones that trick you into thinking the survey is only 10 questions but turns out be much more. I remember one company send a $1 with their surveys, as a way to pay for your time. Not truly sure how that turned out for that organization.
Vignetting Photography has been able to get feedback from our customer's by directly asking for reviews from our customers. The reviews are collected by a third independent organization named WeddingWire. Customers are able to star rate our business with 5 categories of Quality of Service, Responsiveness, Professionalism, Value, and Flexibility, this takes less than a second. At the end of the rating, the customers are able to leave a comment. The customer's comments are the most useful in helping us understand our path forward. We usually send this request right after our services has been completed to help keep customers thoughts fresh and current.
These reviews are then presented to future potential clients to show that we truly care about their wedding ceremony. But this is one way to gather feedback, but it needs to be quick and simple.
Thanks
Angel
Hi Angel,
ReplyDeleteI think its so great that you were able to take so much of our class content and apply it to your personal business.
I could not agree with you more in saying that "the user experience is the customers' true value of the product." I always resort to yelp reviews or amazon reviews before buying a product or service. I even check glassdoor when I have to deal with another company in any way. If the reviews are bad, people tend to filter the product/service out completely.