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Customer Experience
| Content Provider | Scilit |
|---|---|
| Author | Martin, James William |
| Copyright Year | 2021 |
| Description | Customer experience is rapidly evolving. There was time when market research was the only way to gather the voice of the customer (VOC). In today's environment, many forms of listening posts have been created to gather the VOC from different perspectives. In addition, customers are not waiting to tell organizations what they think. They are becoming increasingly comfortable with self-service using automation to obtain goods and services rather than relying on others. Self-service provides more user control of the experience. Not all customers want this ability, but many do. Automation can also provide a very deep customer experience because it uses previous purchase decisions to build predictive models to mimic the customer's purchasing behavior. The result is that they are presented with information, products, and services that coincide with historical preferences. This promotes customer satisfaction. Book Name: Operational Excellence |
| Related Links | https://content.taylorfrancis.com/books/download?dac=C2020-0-12731-0&isbn=9781003045250&format=googlePreviewPdf |
| Ending Page | 92 |
| Page Count | 38 |
| Starting Page | 55 |
| DOI | 10.4324/9781003045250-3 |
| Language | English |
| Publisher | Informa UK Limited |
| Publisher Date | 2021-01-27 |
| Access Restriction | Open |
| Subject Keyword | Book Name: Operational Excellence Information Systems Models Service Experience Customer Behavior Automation Gather Purchasing |
| Content Type | Text |
| Resource Type | Chapter |
