Customer Experience Paper

Improved Essays
Show More
Enhancing customer experience has been a growing priority for marketers as it can be a core source of strengths for holding competitive advantage in the highly-competitive battleground. It is reported that the revenue produced from service based on the pleasant customer experience has increased to 75% and 85% of the whole economic growth in the USA and the UK, respectively (Tidd and Bessant, 2013). However, customers today are no longer easily to be pleased or tricked because they are more informed and active than ever before due to easier access to internet and other sources of information. Hence, increasing emphasis has been placed by practitioners (particularly online companies) on their customer experience building in order to win more …show more content…
But little attention to how it would look like if companies build their own social platforms (SPs) encompassing inside social media or social network sites (SNSs).Thus this paper attempts to study the impact of the use of inbuilt SP on customer overall experience by linking two emerging phenomena of social platforms (SPs) as well as customer engagement and customer co-creation value. For this objective, varieties of dimensions of the inbuilt SP (e.g. its working principle and characteristics) are discussed in this research based on the the theoretical underpinning demand-pull framework which provides a in-depth and critical analysis of the impact of consumers’ needs towards e-business’s technological improvement, and subsequently test if the new offering (here means the inherent SP) can deal with the problem (i.e. Demand from users) from customer perspective by studying the influence of their perceptions of the online purchase supported by the inbuilt SP on their overall experience. After this, relating hypotheses are made according to previous empirical studies. Then, the primary data was collected by the online survey software based on Alibaba Company in a quantitative way. Next, the author analyzes the data using techniques including coding, sample segmentation, SPSS and structural equation model. Lastly, all above lead to the conclusion that inbuilt social platforms indeed has a positive effect on improving customer experience by affecting their cognitive perceptions through offering them more convenience, pleasant functionality and physical gains (e.g. Profitability,

Related Documents

  • Improved Essays

    FDR 531 Week 1 Assignment
    • 460 Words
    • 2 Pages

    FDR 531 Week 1 Assignment

    Additionally, these social media outlets seem to be morph/replace individual to individual conversations which saves marketers time and money. These means of communication is ideal for marketers because it eliminates the need to search and find potential customers interested in their products. Although not all, most people tend to like a product’s social media outlet if they like the product. These methods of communications makes reaching and expanding consumer base, easier than it has been in the past.…

    • 460 Words
    • 2 Pages
    Improved Essays
    Read More
  • Improved Essays

    Rock Islan
    • 930 Words
    • 4 Pages

    Rock Islan

    The strategy and tools used to communicate with customers has drastically changed. Unfortunately, there is no way to get around it, social media is here to stay. Notwithstanding, the social media platform can be a slippery slope, especially for a company that is new to it. Thus, for social media to be effective for a company it must approach it strategically. Further, one of the main functions of social media is the ability to connect with people, if a company is active on social media it must be willing to tackle both negative and positive feedback.…

    • 930 Words
    • 4 Pages
    Improved Essays
    Read More
  • Improved Essays

    Social Media Ruining Society
    • 915 Words
    • 4 Pages

    Social Media Ruining Society

    Human mind and world itself changed from ten or even five years ago. The growth of technology has been increasable high, which will make lives easier, and social media is one of the most important technological items nowadays, especially when it comes to the ubiquitous communication factor. The use of social media is very effective in all suspects and this makes it hard to decide, is social media also our digital computers and smartphones, helping or it is distracting human mind. Kimberly Leonard uses Jamison Monroe ’s quote in his essay, “Is Social Media Making Self-Harm Worse For Teens”, that, “There are so many great things about it…

    • 915 Words
    • 4 Pages
    Improved Essays
    Read More
  • Great Essays

    Case Study: Blue Bell Ice Cream
    • 1567 Words
    • 7 Pages

    Case Study: Blue Bell Ice Cream

    INTRODUCTION Blue Bell Ice Cream has been a staple in the south and southeast for years, finding its way to birthday parties and thanksgiving dinners alike. And with their selling territory creeping slowly to the west, their popularity is growing, one half gallon at a time. With Blue Bell being a brand with a large following in the states they are sold in, a research team from The University of North Texas became interested in brand loyalty.…

    • 1567 Words
    • 7 Pages
    Great Essays
    Read More
  • Improved Essays

    Queensland Government Innovation Case Study
    • 662 Words
    • 3 Pages

    Queensland Government Innovation Case Study

    Sridhar (2013) explains that Customers possess less patience because of high expectations. When customers are using the products, they are able to discover the strengths and weaknesses of the products. Therefore, customers will hope that they can find the creative ideas, no matter outlook and functions. Thus, for company, If they do not think the customers are the soul of innovation and strive to convey the good customer experience, the innovation is meaningless. Regarding the customers’ experience as a necessary factor for enterprises, they will not let any obstacles to stop their innovation.…

    • 662 Words
    • 3 Pages
    Improved Essays
    Read More
  • Decent Essays

    Customer Service Issue Analysis Paper
    • 71 Words
    • 1 Pages

    Customer Service Issue Analysis Paper

    I’ve referred this issue to our customer service team and they are attempting to contact the customer directly. As of this morning, the customer service team has not been able to reach the customer by phone, they will also attempt to contact the customer by mail. I will loop you in as soon as they are able to make contact with the customer and I have more information on the situation.…

    • 71 Words
    • 1 Pages
    Decent Essays
    Read More
  • Superior Essays

    Analysis Of Marketing Is Everything
    • 1270 Words
    • 6 Pages

    Analysis Of Marketing Is Everything

    In the article Marketing is Everything, Regis McKenna, describes the transformation of marketing throughout the years as technology became more advanced, marketing has shifted to a consumer focus instead of a profit focus. As McKenna has stated, “Marketing has shifted from tricking the customer to blaming the customer to satisfying the customer. (McKenna, 1991)”. Although it may seem as though this phrase is an overstatement, it is actually demonstrating the growth of the marketing industry and their adaptation to meet the needs of the consumer. The fundamental perception of marketing is to “integrate the customer into the company, to create and sustain relationship between the company and the customer” (McKenna, 1991).…

    • 1270 Words
    • 6 Pages
    Superior Essays
    Read More
  • Improved Essays

    Veterans Customer Satisfaction
    • 831 Words
    • 4 Pages

    Veterans Customer Satisfaction

    Introduction Veterans face many hardships that often stem from their service to our country thus their satisfaction with the healthcare they receive is of the upmost importance. Customer satisfaction is an important measurement that helps businesses and agencies know how well they are doing. If a business or agency wants to retain their current customers and bring in new ones, they must focus on the quality of three key elements that influence customer satisfaction. These elements are the facilities, treatment/services, and staff. This study will gauge the level of customer satisfaction by refining the research problem, completing a comprehensive review of the literature, developing a research method, and administering a survey.…

    • 831 Words
    • 4 Pages
    Improved Essays
    Read More
  • Improved Essays

    Article Critique Of Understanding Restauranter Experience Throughout The Customer Journey
    • 803 Words
    • 4 Pages

    Article Critique Of Understanding Restauranter Experience Throughout The Customer Journey

    All aspects need to be considered, from pre-purchase to post-purchase, to everything in between. The article supports the authors’ claims for companies to be forward thinking in their approach when it comes to creating the ultimate customer experience. I would recommend this article to middle level business managers who desire to know more about how to place value on the customer experience to make a positive impact for the customer and for the company’s profit margin. References Abbott, L. (1955). Quality and Competition.…

    • 803 Words
    • 4 Pages
    Improved Essays
    Read More
  • Great Essays

    Social Media Critical Analysis
    • 1870 Words
    • 8 Pages

    Social Media Critical Analysis

    The access of information is fast and one is able to access timely information whenever they need it. Connectivity has been made since now one is able to connect with people who are so far away. In the field of business, sales have been improved through the online marketing. However, on the negative side, cyber-crime has been on the increase and privacy has been compromised in the use of some forms of social media. No one forces people to join any social media service, but all the sites especially Facebook are exponentially overwhelming with users; meaning that the benefits outdo the disadvantages and that people have embraced social media.…

    • 1870 Words
    • 8 Pages
    Great Essays
    Read More
  • Improved Essays

    The Impact Of Digital Media And Society: Rolex
    • 1988 Words
    • 8 Pages

    The Impact Of Digital Media And Society: Rolex

    Digital Media and Society: Rolex Digital media describes any media encoded in a format that machines can read. Computers provide avenues for creating, viewing, distributing, modifying, and preserving digital media. Examples of digital media include computer software and programs, digital video, digital imagery, websites, and web pages. These are inclusive of data and databases, social media, e-books, and digital audio. A combination of the internet, computers, and digital media can have significant impacts in publishing, entertainment, journalism, commerce, education, politics and businesses.…

    • 1988 Words
    • 8 Pages
    Improved Essays
    Read More
  • Improved Essays

    Outline The Benefits Of Using Social Media Analysis
    • 933 Words
    • 4 Pages

    Outline The Benefits Of Using Social Media Analysis

    Another benefit is developing an environment with like-minded individuals that remains loyal to business because of the active social media interaction, they feel a part of the organization and advertise to potential customers. This form of promotion has been known to increase valued and loyal customers and advantageous to marketing. Next is maximizing the amount of exposure the…

    • 933 Words
    • 4 Pages
    Improved Essays
    Read More
  • Great Essays

    Social Media Trends
    • 1328 Words
    • 5 Pages

    Social Media Trends

    Introduction Nowadays, people are using internet related services more often if we look at former days. We can say that people cannot live without the internet now. Developing in technology has changed a lot of things that especially use the internet. Social media, social networking service, and cloud services, for instance, emerged and are becoming more important for people’s lives. Because of the internet’s popularization, people have been getting used to gathering plenty of information and becoming greedier to get that.…

    • 1328 Words
    • 5 Pages
    Great Essays
    Read More
  • Improved Essays

    Why Do Companies Use Social Media
    • 997 Words
    • 4 Pages

    Why Do Companies Use Social Media

    This way, they also improve supplier loyalty and increase sales and revenues. Even though social technologies are considered for external usage, this case study is focused on its internal usage. Within the adoption of social media, organizations can improve their skills and the interaction of employees. This way, the employees can connect, inform and inspire each other. Thus, social media helps them to evaluate the available information and create connection with other people who have the similar needs, interests or problems.…

    • 997 Words
    • 4 Pages
    Improved Essays
    Read More
  • Improved Essays

    The Importance Of Experience Marketing
    • 1396 Words
    • 6 Pages

    The Importance Of Experience Marketing

    So companies have to do more than simply inform consumers about the product, they have to create a desire for the product through a different channel. Experience Marketing is thought to provide that other channel, because it intends to create a desire for purchasing the product not just using it. With the rise of social media consumer to consumer relations has played a bigger part in the consumer buying process. The average consumer is less and less affected by what companies say in their advertisement’s, consumers are more influenced by what other consumers say. Experience Marketing can take advantage of this by providing an emotional experience to potential consumers and those consumers sharing that experience with their friends.…

    • 1396 Words
    • 6 Pages
    Improved Essays
    Read More

Related Topics

Ready To Get Started?
Discover
Company
Follow
©2024 Cram.com
Privacy Policy |  About Ads |  Site Map |  Advertise  | 
  • Cookie Settings