Customer Experiences - Essay Example

Customer Experience Design Proposal BY [Name of the organization] [Author’s name] [Date of fulfilment] Customer Experience Design Proposal 1. need to develop proposed new customer experience The need to develop a customer experience is directly related to the proceedings that accompany needs to apply in order to make a correct entry in the market. It is also applicable for the upgradation of the product presentation in the market. There are many companies that are very particular about this upgradation as it makes their product more users’ friendly and thus increasing its demand accordingly. Customer experiences are collected from the derivative results of all interactions. It is very important to have positive customer experiences (Schmitt, B. 2003). For this the experiences are the direct outcome of the design of the operation that has been undertaken in proper format. This is out and out a managerial responsibility. CEM focuses exclusively on the operational design process is twofold. These are - i. Improved and well knitted key value drivers to differentiate the customer experience ii. To have systematic response to address the negative experiences with the customer 2. the target customers The determination for the realisation of target customer depends out and out in the objective and the motivation of the launching of the product. Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter (2002, 101-09), declared that as it is impossible to manage with all kinds of customers it is very important to target in a particularised section. The products can target in a particular customer category on the basis of class, gender, age and social and cultural set up. Choices must be based on specific surveys and research works. In order to have specified results for the detection of the target market it is very important to have prolific speculation over the customer capacity and competency. This is possible through proper professional training among the managerial cadres and improving processes and technology that enable the organization to get closer to achieving the desired results. It is very necessary to have all kinds of simple and complex systems to achieve desired market outcomes. For Pine, J. and Gilmore, J. (1999), there must be a proper comprehensiveness between humans and technology while interacting. There are many designs that can make the target more closer to the analytical periphery. These are i. Proper accumulation of design and execution of targeted marketing campaigns in order to optimize marketing effectiveness (Schmitt, B. and Simonson, A. 1997) ii. Proper design and execution of specific customer campaigns, this must include customer acquisition, cross-selling, up-selling, retention all together iii. The market inspection needs to have the analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.) iv. Comprehensive declarations in the management decisions for the financial forecasting and customer profitability analysis is important v. Absolute researches need to be done for the purpose of prediction of the probability of customer defection. vi. Analytical aspects must be properly handled incases related to the customer relation management (Edwards, John, 2007-11-29). It is generally needs heavy use of data mining. 3. key features There are certain key features that need to be well maintained in order to have people and the technology support of all kinds of processes. These features affect a customer's experience at the frontline interface that is between the customer and the organization. These important medium of communications are - face to face, phone, IM, chat, email, web and combinations of all media. The application of self-service kiosk and web self-service are also used for vocals. Interaction is the major key for the process of refining, improving and innovating, the relationship between the customers. It helps in making the customer stay in good relation with the company. Proper interaction and services are very much part of the whole processes According to Shaw and Ivan’s Customer pyramid it is very essential to keep all the elements as per the intake as per the demand of the market. The pyramid makes a clear declaration of the structure that needs to be taken care of. These are the initiatives followed by the targets, measures and the standards of the customers. Added to this the next step to attempt is of all kinds of sub-elements and finally the elements. All these bring in a proper grounding for the absolute application of marketing management as per the customers’ experience. The researches are all multi dimensional and there needs to be all kinds of footing for the foregrounding of all these assessments (Koch, Christopher10 May 2004). The key features can well be understood if the whole strategical interpretation gets scrutinized under SWOT analysis, a strategic planning tool used to evaluate an organization. That is to make analytical overviews of the strength, weakness, opportunities and threats related to the company. A SWOT for Human Resource Department need to keep a track of - Strengths Weaknesses Opportunities Threats Assessing the developed techniques to deal with HR, job evaluation, psychometric testing and basic training Make all the assessments for the reactive rather than pro-active Improvement of overall organizational effectiveness achieved through organizational development and cultural management programmes contribution made by HR sometimes never get recognised by top management and get by-passed by employing external consultants A SWOT analysis on individual management grounds need to keep a track of - Strengths Weaknesses Opportunities Threats All kinds of enthusiasm, expertise in subject area, energy, imagination, excellent track record Unable to achieve results through undirected use of personal energies limited experience and expertise management opportunities for the development of new managers Process of De-centralisation. Removal of departments, elimination of A SWOT analysis for the market positioning of the customers experience needs management consultancy. It is a dominant assessment that needs to be done in the organization in order to find out the responses that will get counted for the purpose of measuring the customers’ response towards the product or the services made available in the market. Strengths Weaknesses Opportunities Threats Assessment regarding the reputation in marketplace Limited consultants at operating level rather than partner level position with a well defined market niche to reach target customer Consultancies meant to operate minor level organizational units Experiences and the expertise at partner level in HRM Inefficiency while dealing with multi-disciplinary assignments, Lack of ability Identification of all other consultancies in the market other than HRM Invasion of the market made by small consultancies Track record of all the successful assignments led by the organization 4. implications for marketing For all kinds of marketing implication there are certain rules to be followed. A proper classification for each stage in the evolution of products is necessary. i. There must be commodity business charges for undifferentiated products. ii. Distinctive goods business charges for tangible things. iii. Service business charges needs to be added for the activities performed during the delivery. iv. Experience business charges needs to be counted for the feeling customers get by engaging it. v. Transformation business charges get counted for the benefit customers receive. The target market can be achieved through various stages in the evolution of the service or product. Apart from all these proper inspection of the market and clear declarations regarding all the expenses needs to be made. There also should be the provision for multiple choices in order to get more customers in the target range. All kinds of professional participation make the accumulation of the target customer more proper. 5. implications for staff recruitment, training and support Customer Relationships are the ground for both fact driven and impression driven solutions in a business. The quality of an interaction is very important for the purpose of proper declaration of the information and outcome of the services or the products. It can be achieved by determining whether the relationship that is growing or shrinking in value to the participants. These participants are the staff that is interrelated to the system at all levels. It is here that the demand for proper professional training for the staff is needed. They must be given enough training and support for the purpose of marinating proper customer relation. In this periphery the recruitment also needs to be specifically sorted. Experiences and qualifications are the basis of this understanding. Properly groomed and well trained participation are the basis of all kinds of developments that are related to the profitability of a particular business. 6. innovative about this proposal The best part about this proposal is that, in order to place this proposal there is an interim study made over the issues that are very important in the market. This proposal is a comprehensive speculation over all the issue that are very much practically meant to be the basis for a good growth in a business. The achievements related to the target marketing and the need for the professional training among he staff are the two major periphery of discussion and this makes the proposal better than others. The importance is also led upon the facts that are very much related to the positing and the recruitment of the staff. In this proposal you will get clear explanation related to the follow ups related to various implications related to the marketing sector. The study is exclusive and the determinations are all on the basis of proper theoretical and practical understanding. This proposal is effective and is very much pragmatically structured. references Edwards, John, Get It Together with Collaborative CRM, (2007-11-29). insideCRM. Tippit. Retrieved on 1st oct. 2008 Koch, Christopher, AT&T Wireless Self-Destructs, (10 May 2004), http://www.cio.com.au/index.php/id;45350857;fp;;fpid;;pf;1>. Retrieved on 1st oct. 2008 Pine, J. and Gilmore, J., The Experience Economy, Harvard Business School Press, Boston, 1999. Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter "Avoid the four perils of CRM". Harvard Business Review 80 (2): 101–109. (2002). doi:10.1225/8946. Schmitt, B. Customer Experience Management, The Free Press, New York, 2003. Schmitt, B. and Simonson, A., In Marketing Aesthetics:The strategic management of brands, identity, and image The Free Press, New York, 1997. Read More