Customer Experience Related Guides
Customer Experience
Key Concepts
Customer Experience
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Customer perception is the reality of how customers view your brand, products and services. In many cases, customers form impressions, assumptions and opinions about a firm that differ substantially from how a firm views itself. The following are illustrative examples.
BrandYou may position your brand to be luxury but customers may develop their own impression that leans more towards budget.PricesGenerally speaking, customers perceive each price as high, low or fair. Some customers may also be indifferent to price for certain items.EngineeringYour software engineers may tell you something isn't broken, but customers may view it as broken nonetheless.
UsabilityCustomers often have a strongly formed opinion regarding the usability of tools such as mobile devices, software and appliances.SensesThe taste, smell, touch and sound of products and environments.PromotionCustomers may interpret advertising and promotion in ways not envisioned by creative teams.QualityThe quality of products and services are interpreted by customers using criteria that may differ significantly from one person to the next. One customer may view a beverage in a plastic bottle that is easy to open as high quality while another customer may view products in glass bottles as inherently higher quality.
ReputationA brand that presents itself as sustainable and reputable may not achieve the same image in the market depending on their actions as a firm.Customer ServiceSome customers may prefer friendly customer service such as engaging in personal conversations. Others have a strong preference for professional distance. Skilled customer service professionals discover such preferences and adapt.
FeaturesFeatures may be viewed as a bug or annoyance. For example, notifications that are repetitive, trivial or delivered with unpleasant sounds may be unpopular.Lack of Features Features offered by your competitors or things that customers intuitively expect of your product that are missing.
Customer Experience
This is the complete list of articles we have written about customer experience.
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An overview of customer experience with examples.
Why satisfaction metrics work so well.
A definition of customer expectations with a few examples.
An overview of a common marketing practice.
The common types of internal branding.
A definition of experience sampling with examples.
A list of common types of customer needs with examples.
The primary types of service quality.
A definition of end-user with examples.
A definition of experience economy with examples.
A list of things that marketers do.
An overview of 20+ common branding techniques.
A list of common ways to measure marketing results.
An overview of common pricing strategies.
A definition of product positioning with examples.
Common types of brand storytelling.
The common types of cross-selling.
The common types of marketing campaign.
The common types of marketing automation.
The common types of target marketing.
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