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Best customer experience Entering the age of the customer

Persson Olsson, Louise and Runeman, Annie (2015) MIO920
Production 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)
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author
Persson Olsson, Louise and Runeman, Annie
supervisor
organization
course
MIO920
year
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},
  keyword      = {Customer Experience,Service System,Service Quality and Information system.},
  language     = {eng},
  note         = {Student Paper},
  title        = {Best customer experience Entering the age of the customer},
  year         = {2015},
}