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Marketing - Week 7 - Understanding Customer Experience Throughout The Customer Journey
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DownloadWhat is the aim of the customer journey?
Omdraaien
To address the experience. Giving an experience is hard because everyone experiences it in a different way.
Necessary because we went from a value economy (1900) to a service economy (1950) to an experience economy(2000).
Why is the customer journey important in the experience economy?
Omdraaien
It is important to start with finding out what experience the customer wants and then you go back to see with which products or technology.
What is the definition of customer experience due to McColl-Kennedy et al. (2015)?
Omdraaien
Is a dynamic phenomenon, emerging during various phases of the customer journey, including search, purchase, consumption and after-sale encounters. Typically involving multiple channels and touch points.
What is the definition of customer experience due to Becker & Jaakkola(2020)?
Omdraaien
Non-deliberate, spontaneous responses and reactions to offering related stimuli embedded within a specific context.
What is the definition of customer experience due to De Keyser et al. (2015)?
Omdraaien
Comprised of the cognitive, emotional, physical, sensorial, spiritual and social elements that mark the customer's direct or indirect interaction with (an)other market actor(s).
The customer experience consists of?
Omdraaien
- TCQ
- Touch points
- Context
- Qualities
What are 2 perspectives to look at customer experience?
Omdraaien
1. Phenomenology: what is happening in the experience?
2. Socioeconomic: outcome focused
What are characteristics of the phenomenology perspective?
Omdraaien
- Customer-centric
- Experientially driven through cognitive, emotional, physical, sensorial and social elements.
- Subjective towards the individual.
- Contextual & temporal.
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In winkelwagenVraag:
What is the aim of the customer journey?
Vul het antwoord in:
Controleer antwoordAntwoord:
To address the experience. Giving an experience is hard because everyone experiences it in a different way.
Necessary because we went from a value economy (1900) to a service economy (1950) to an experience economy(2000).
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
Why is the customer journey important in the experience economy?
Vul het antwoord in:
Controleer antwoordAntwoord:
It is important to start with finding out what experience the customer wants and then you go back to see with which products or technology.
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
What is the definition of customer experience due to McColl-Kennedy et al. (2015)?
Vul het antwoord in:
Controleer antwoordAntwoord:
Is a dynamic phenomenon, emerging during various phases of the customer journey, including search, purchase, consumption and after-sale encounters. Typically involving multiple channels and touch points.
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
What is the definition of customer experience due to Becker & Jaakkola(2020)?
Vul het antwoord in:
Controleer antwoordAntwoord:
Non-deliberate, spontaneous responses and reactions to offering related stimuli embedded within a specific context.
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
What is the definition of customer experience due to De Keyser et al. (2015)?
Vul het antwoord in:
Controleer antwoordAntwoord:
Comprised of the cognitive, emotional, physical, sensorial, spiritual and social elements that mark the customer's direct or indirect interaction with (an)other market actor(s).
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
The customer experience consists of?
Vul het antwoord in:
Controleer antwoordAntwoord:
- TCQ
- Touch points
- Context
- Qualities
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
What are 2 perspectives to look at customer experience?
Vul het antwoord in:
Controleer antwoordAntwoord:
1. Phenomenology: what is happening in the experience?
2. Socioeconomic: outcome focused
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Vraag:
What are characteristics of the phenomenology perspective?
Vul het antwoord in:
Controleer antwoordAntwoord:
- Customer-centric
- Experientially driven through cognitive, emotional, physical, sensorial and social elements.
- Subjective towards the individual.
- Contextual & temporal.
Jouw antwoord:
input text value
Vraag opnieuw antwoorden
Ontgrendel alle 22 oefenvragen
Koop de oefenvragen en wees voorbereid voor je volgende toets.
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Oefenvragen makenInformatie
Marketing - Week 7 - Understanding Customer Experience Throughout The Customer Journey
Aantal
22 oefenvragen
Taal
Nederlands
Gemaakt op
06-06-2024
Opleiding
Universiteit / Radboud Universiteit Nijmegen / Business Administration
Bekijk alle 22 oefenvragen
-
What is the aim of the customer journey?
To address the experience. Giving an experience is hard because everyone experiences it in a different way.
Necessary because we went from a value economy (1900) to a service economy (1950) to an experience economy(2000). -
Why is the customer journey important in the experience economy?
It is important to start with finding out what experience the customer wants and then you go back to see with which products or technology. -
What is the definition of customer experience due to McColl-Kennedy et al. (2015)?
Is a dynamic phenomenon, emerging during various phases of the customer journey, including search, purchase, consumption and after-sale encounters. Typically involving multiple channels and touch points. -
What is the definition of customer experience due to Becker & Jaakkola(2020)?
Non-deliberate, spontaneous responses and reactions to offering related stimuli embedded within a specific context. -
What is the definition of customer experience due to De Keyser et al. (2015)?
Comprised of the cognitive, emotional, physical, sensorial, spiritual and social elements that mark the customer's direct or indirect interaction with (an)other market actor(s). -
The customer experience consists of?
- TCQ
- Touch points
- Context
- Qualities -
What are 2 perspectives to look at customer experience?
1. Phenomenology: what is happening in the experience?
2. Socioeconomic: outcome focused -
What are characteristics of the phenomenology perspective?
- Customer-centric
- Experientially driven through cognitive, emotional, physical, sensorial and social elements.
- Subjective towards the individual.
- Contextual & temporal. -
Phenomenon elements are cognition, sensation, action, social and emotions. What are the challenges with measuring the customer experience phenomenon?
-
What are characteristics of the socioeconomic perspective?
-
What are methods used to measure the customer experience?
-
SERVQUAL is a more holistic service quality measuring method. The dimensions are?
-
What are the 3 stages of the journey of consumption?
-
Storytelling is the currency of experience exchange. The customer journey is the story of the customer. What happens on the modern customer journey map?
-
What are the phases of the customer journey?
-
The elements of the service design consist of?
-
What is a service design due to Baron et al. (2009)?
-
Service scape is also called the 7th P of the marketing mix: physical evidence. How does this express?
-
What is the theatre?
-
Blueprinting is a holistic method of seeing in a snapshot form what is essentially a dynamic, living phenomenon (Shostack). What are the different elements of a blueprint?
-
What are characteristics of a blueprint?
-
What is a benefits of a blueprint?
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