La librairie des livres interdits

Marc Levy

Description

A great customer experience can excit good customers' emotion. There are two elements to a consumer experience: The physical and the emotion. We are all human beings: Emotions are constant. They are there all the time. I believe that emotion side of the customer experience is the essence of first direct to compare the price of a product, its quality, the lead times for delivery. For a customer to put eh phone down, or click off the internet and not only know that something has been sorted, but feel good about it. These environment factors can influence the customer's purchase emotion will have long or short time of good or bad feeling to the product, e.g. within a week or two, the food is consumed and that experience has gone. For a car company, the consumer is living with his brand for up to three or four years following the day he bought the car. So, long or short customer emotion time, it depends on whether the product can be used how long. For restaurant example, when the restaurant's competitors can raise similar taste of foods, similar price, similar restaurant environment, e.g. size, location, design. The competitive factor will be emotion factor, how to let its food customers feel satisfactory and comfortable and kindly waitors' serving feeling in order to bring short time good ( positive) or bad ( negative) emotion feeling after every had eatten all foods and prepare to pay money, till to leave the restaurant's whole eatting consumption time. So, it seems that emotion factor can influence whether food customers will repeat choose the restaurant to eat again. If the restaurant can let many customers to build short time good emotion feeling when they choose this restaurant won't loss many old food customers easily. Even they willl help it to persuade their friends to choose this restaurant to eat. Hence, customer serving experience will be one important factor to influence this restaurant's success, when it has many similar food taste, similar price, similar restaurant environment design and locations' competitors existence.For product sale industry example, in general, manufacturers will focus on physical experience, e.g. price, availability, accessibility, efficiency, ease of use, range and delivery. They feel emotion experience is not important. For this suitation example, when one client had bought one computer from the computer shop. He brings it to home to use. Suddenly, we feel that this computer has some engineering functions, he does not know how to use, but he had left this computer ship to enquire its salespeople. If this shop company has one enquiry department, its staffs can answer any technical issues concern how to use this company's any function, due to any buyers can phone telephone hotline and it takes time to establish a call centre operation to let them to enquire, any computer function technical problem in order to any computer function technical problem in order to ensure their any problems correctly. Then they will have more food emotion, due to this company shop can improve its customer satisfaction for any technical problems in order to get solutions immediately from its call centre computer technician assistance service. Hence, this computer shop's sale after service will be one important factor to bring good customer purchase experience.

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