tag:blogger.com,1999:blog-5399349933849902936.post7816127628669716859..comments2024-03-11T22:50:32.980-07:00Comments on Value Creating Service Systems: Emergence and Customer ExperienceAnonymoushttp://www.blogger.com/profile/08253400460544569556noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-5399349933849902936.post-81646391248749524792011-01-25T23:23:38.539-08:002011-01-25T23:23:38.539-08:00Thanks for the good post! A good customer experien...Thanks for the good post! A good customer experience is when the customer feels that particular interaction happened as or better than they expected it to. Delivering a positive customer experience is the key to building customer loyalty, achieving financial success and will also help retain customers. <br /><a href="http://www.magellancallcenter.com/order-taking-services.htm" title="Order taking services" rel="nofollow"><b>Order taking services</b></a>kattyhttps://www.blogger.com/profile/10499121007862160702noreply@blogger.comtag:blogger.com,1999:blog-5399349933849902936.post-44748110334767477692010-06-07T23:03:52.968-07:002010-06-07T23:03:52.968-07:00Irene,
Enjoyed the post and I agree with you that ...Irene,<br />Enjoyed the post and I agree with you that delivering functional value is not enough if one is after exceptional customer experience. As you said in your post, interactions are very critical.<br /><br />One thing I will add is that interactions online is a whole different ball game that interaction your customers might have offline/in-store. I am interested in the topic of engagement (which is also based on interactions) and interestingly this gets complicated in the online world. Part of this is because customer engagement based on online interactions are affected by so many extraneous factors that has nothing to do with how good your product it or the functional value a customer might get. Things like transparency, time spent on site, depth of interactions or page views and click depth etc. And the contextual variety is definitely very broad when it comes to customers interactions with your website.<br /><br />So going back to your point, if a company wants to deliver great customer experience, then the functional value is the table stake to play the game but they will have to go much more beyond that to woo and retain the customers.<br /><br />Regards,<br />NedNed Kumarnoreply@blogger.com