Best customer experience Entering the age of the customer
(2015) MIO920Production Management
- Abstract
- Background The business environment is constantly changing, and the way
companies do business is continuously changing, which is
highly apparent in the automotive industry. Adaption is a fact
for firms who want to stay in the game, but what will give a
company a competitive advantage in this mess of constant
changes? The above-mentioned are pointing towards a new
era; the age of the customer. In this age, it must be realized
that customers do not want products, they want value that can
be given through additional services.
Purpose Provide an answer to how a company in the automotive
industry, working with financial services in Sweden, can
accomplish the best customer experience.
Methodology The results are based on a... (More) - Background The business environment is constantly changing, and the way
companies do business is continuously changing, which is
highly apparent in the automotive industry. Adaption is a fact
for firms who want to stay in the game, but what will give a
company a competitive advantage in this mess of constant
changes? The above-mentioned are pointing towards a new
era; the age of the customer. In this age, it must be realized
that customers do not want products, they want value that can
be given through additional services.
Purpose Provide an answer to how a company in the automotive
industry, working with financial services in Sweden, can
accomplish the best customer experience.
Methodology The results are based on a qualitative case study where a
literature review laid the foundation. The empirical data was
gained though interviews with staff at The Company in
Sweden, UK and The Company’s headquarter. Potential new
customers and current customers were interviewed for gaining
knowledge about expectations and experiences. Theory was
used for structuring the empirical data and for finding the most
important enablers for achieving the best customer experience.
Conclusions The study provides a result of several enablers (interface mix,
integrated service system, process awareness, integration of
systems, central customer data system, unique customer ID,
routines for information capture and use, service level
agreement, service quality focus, relations to partners) that will
improve the customer experience. The enablers are concrete
actions a firm can choose to implement and in summary they
will result in a customized journey, effective sales process,
effective and consistent customer service and a good service in
each customer encounter. The results can further be
consolidated to three main areas that affect the customer
experience: Simplicity, Customization and Encounter
experience. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/7869283
- author
- Persson Olsson, Louise and Runeman, Annie
- supervisor
- organization
- course
- MIO920
- year
- 2015
- type
- M1 - University Diploma
- subject
- keywords
- Customer Experience, Service System, Service Quality and Information system.
- other publication id
- 15/5531
- language
- English
- id
- 7869283
- date added to LUP
- 2015-09-18 09:59:29
- date last changed
- 2015-09-18 09:59:29
@misc{7869283, abstract = {{Background The business environment is constantly changing, and the way companies do business is continuously changing, which is highly apparent in the automotive industry. Adaption is a fact for firms who want to stay in the game, but what will give a company a competitive advantage in this mess of constant changes? The above-mentioned are pointing towards a new era; the age of the customer. In this age, it must be realized that customers do not want products, they want value that can be given through additional services. Purpose Provide an answer to how a company in the automotive industry, working with financial services in Sweden, can accomplish the best customer experience. Methodology The results are based on a qualitative case study where a literature review laid the foundation. The empirical data was gained though interviews with staff at The Company in Sweden, UK and The Company’s headquarter. Potential new customers and current customers were interviewed for gaining knowledge about expectations and experiences. Theory was used for structuring the empirical data and for finding the most important enablers for achieving the best customer experience. Conclusions The study provides a result of several enablers (interface mix, integrated service system, process awareness, integration of systems, central customer data system, unique customer ID, routines for information capture and use, service level agreement, service quality focus, relations to partners) that will improve the customer experience. The enablers are concrete actions a firm can choose to implement and in summary they will result in a customized journey, effective sales process, effective and consistent customer service and a good service in each customer encounter. The results can further be consolidated to three main areas that affect the customer experience: Simplicity, Customization and Encounter experience.}}, author = {{Persson Olsson, Louise and Runeman, Annie}}, language = {{eng}}, note = {{Student Paper}}, title = {{Best customer experience Entering the age of the customer}}, year = {{2015}}, }