|Overview: Service Experience|
The end-to-end set of customer experiences that add value to a service.
7 Types of Service Experience
John Spacey, August 05, 2018
Service experience is the end-to-end set of customer experiences that add value to a service. This is typically viewed from the customer perspective as a journey whereby a customer discovers, purchases, experiences and participates in a service. The following are the basic elements of service experience. Branding is the process of establishing an identity for a service in the minds of customers. Service experience is heavily influenced by customer perceptions. For example, an airline brand that is perceived as safe may influence the experience of a flight. Branding has three essential elements: recognition, awareness and image. Recognition is the ability to recognize your service from its brand symbols and brand name. Awareness is knowledge of attributes related to a service such as knowing that a particular brand of hotel is a luxury chain. Image is a set of customer opinions about the brand in areas such as reputation and quality.
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