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Why the Customer Experience Is Important?

Essay by   •  December 7, 2018  •  Research Paper  •  789 Words (4 Pages)  •  212 Views

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It is important for any business to promote products because of the lasting impact promoting has on customer. According to Kotler, the use of advertising, public relations sales promotion, and personal selling are used “to communicate customer value and build customer relationships persuasively’’. An effective and the correct blend of the promotional mix being used properly in order to gain customers continuously and achieve both short and long term success.

Why the customer experience is important? (because witchery try to create new dining & lodging experience in order to build customer experience)

 James with an ability to look for new ways and consistently have great ideas keep trying to improve and create new experiences to customer. In illustration of James’s basic concept of giving new dining & lodging experience, which focus on delivering a distinctive customer experiences as a key factor to use in providing abundant economic value, customer loyalty and satisfaction. Therefore, experience can have positive impacts and create a unique value for consumer, which is difficult to be imitated by competition and positively affect satisfaction, growing loyalty, and repeat purchaser (Berry, Carbone & Haeckel, 2002; Pine & Gilmore, 1999).

Berry,  Carbone  &  Haeckel,  2002;  Pine  &

Gilmore, 1999).

Berry,  Carbone  &  Haeckel,  2002;  Pine  &

Gilmore, 1999).

In other words, it is no longer enough for long-term profitability with offering just services, products, and commodities, but the experiences recommendations must be a priority for customer.

In addition, IBM report statement the crucial component to build loyalty to brands, channels and services is customer experience (Badgett, Boyce, and Kleinberger 2007). Based on Michelli, customer experience has been made success of Starbucks for their customer. Additionally, James observed the good quality of customer experience and attempt to stay ahead of the tendency of hospitality guest that will keep increasing the chances customer come back for a repeat performance. Pine and Gilmore (1999) stated that intentions involved to repeat and be shared with others is positively determined by experiences. Nevertheless, customer experiences extremely have turned a word-of-mouth into marketing tool, attracting considerable attention.

Technology

The use of technology such as an EPOS system is the strategy to store, order efficiency, reliability, and communicate additional information about menu. James stayed abreast with the rapid pace of technological innovation that this might lead to a success.

Badgett, Melody, Maureen Stancik Boyce and Herb Kleinberger (2007), “Turning Shoppers into Advocates,” IBM Institute for Business Value

Berry, L.L., Carbone, L.P., & Haeckel, S.H. (2002). Managing the total customer experience. MIT

Sloan Management Review, 43(3), 85-89.

Berry, L.L., Carbone, L.P., & Haeckel, S.H. (2002). Managing the total customer experience. MIT

Sloan Management Review, 43(3), 85-89.

Berry, L.L., Carbone, L.P., & Haeckel, S.H. (2002). Managing the total customer experience. MIT

Sloan Management Review, 43(3), 85-89.

Berry, L.L., Carbone, L.P., & Haeckel, S.H. (2002). Managing the total customer experience. MIT

Sloan Management Review, 43(3), 85-89.

Berry, L.L., Carbone, L.P., & Haeckel, S.H. (2002). Managing the total customer experience. MIT

Sloan Management Review, 43(3), 85-89.

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