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The Next Level in Customer Experience: Het betrekken van klanten in de transitie naar een duurzame samenleving

Er staat veel te veranderen in de samenleving. Organisaties, klanten en burgers worden geconfronteerd met een dubbele transitie: de transitie naar een duurzame samenleving en de digitale transitie. Er wordt al op heel veel fronten gewerkt aan een meer duurzame samenleving. Denk aan terreinen zoals voeding, kleding, energie, maar ook aan armoedebestrijding en schuldpreventie. Toch moet er nog heel veel worden gedaan om de klimaatdoelen te bereiken.

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The role of immersive technology in Customer Experience Management

Immersive technologies are redefining and revolutionizing the staging of experiences and co-creation of value, implicating the management of customer experiences. However, limited studies have looked at the role of immersive technologies as part of the customer experience management (CXM) process. Incorporating the concepts of experience economy and value co-creation, this study proposes a dynamic CXM framework that highlights the emerging field of immersive technologies like augmented and virtual reality as part of business and marketing research. The framework acts as a guide for researchers and industry practitioners to initiate immersive technology ventures that are rooted in the co-creation and management of customer experiences

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What moves people

What Moves People: Sustainable Travel to Events at Arena PoortToday over 50% of the event goers who are going to a venue at the Poort are travelling by car. Unfortunately this has a big downside for the environment.This interactive experience map presents opportunities in which event goers can be stimulated to travel more sustainably. It shows journey of an event goer traveling to a venue at the Arena Poort. The experience map is based on several interviews, user trips and user tests done by students of the AUAS for the research group Creative Media for Social Change. The customer journey documents the emotional experience of visitors in their journey to and from the venue when they go to an event.

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Investigating the emergence of customer orientation by analyzing a co-creation servitization project between a Dutch supplier and a German customer.

The purpose of this paper is to gain deeper insight into the practical judgements we are making together in ongoing organizational life when realizing a complex innovative technical project for a customer and so enrich the understanding of how customer orientation emerges in an organization. The outcome contributes to the knowledge of implementing customer orientation in an organization as according to literature (Saarijärvi, Neilimo, Närvänen, 2014 and Van Raaij and Stoelhorst, 2008) the actual implementation process of customer orientation is not that well understood. Saarijärvi, Neilimo and Närvänen (2014) noticed a shift from measuring the antecedents of customer orientation and impact on company performance, towards a better understanding how customer orientation is becoming in organizations. A different way of putting the customer at the center of attention can be found in taking our day-to-day commercial experience seriously, according to the complex responsive process approach, a theory developed by Stacey, Griffin and Shaw (2000). The complex responsive processes approach differs from a systems thinking approach, because it focuses on human behavior and interaction. This means that the only agents in a process are people and they are not thought of as constituting a system (Groot, 2007). Based on a narrative inquiry, the objective is to convey an understanding of how customer orientation is emerging in daily organizational life. Patterns of interaction between people are investigated, who work in different departments of an organization and who have to fulfill customer requirements. This implies that attention is focused towards an understanding in action, which is quite distinct from the kind of cognitive and intellectual understanding that dominates organisational thought. The reflection process resulting from this analysis is located in a broader discourse of management theory.

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Investigating the emergence of customer orientation by analyzing a co-creation servitization project between a Dutch supplier and a German customer.

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Handling consumer messages on social networking sites

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social network sites may evoke feelings of privacy infringement. Subsequently we use privacy calculus theory to propose how these perceptions of privacy infringement, together with the perceived usefulness of the intervention, in turn drive customer satisfaction. In two experiments, we find that feelings of privacy infringement associated with proactive interventions may explain why only reactive interventions enhance customer satisfaction. Moreover, we find that customer satisfaction can be modeled through the calculus of the perceived usefulness and feelings of privacy infringement associated with an intervention. These findings contribute to a better understanding of the impact of privacy concerns on consumer behavior in the context of firm–consumer interactions on social network sites, extend the applicability of privacy calculus theory, and contribute to complaint and compliment management literature. To practitioners, our findings demonstrate that feelings of privacy are an element to consider when handling consumer messages on social media, but also that privacy concerns may be overcome if an intervention is perceived as useful enough.

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Handling consumer messages on social networking sites

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The Complexity of Mapping Customer Needs... (and the Myth of a Unanimous Customer)

From the article: "Axiomatic Design and Complexity Theory as described by Suh focus heavily on the coupling often found in functional requirements. This is so fundamental to the analysis of the design that it is the core of the Axiom of Independence which examines the coupling between functional requirements due to chosen design parameters. That said, the mapping between customer needs and functional requirements is often overlooked. In this paper we consider coupling, found due to this mapping, as a possible source of complexity in terms of a user interface to a designed product. We also re-examine the methodology of how customer needs are generated and translated into the other domains to understand how they can give further insight into the customer mindset. Based on this analysis, we believe customer domain complexity should always be examined in design that includes end-user interaction."

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The Complexity of Mapping Customer Needs... (and the Myth of a Unanimous Customer)

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The Personal Touch in Customer Contact: The Influence of a Personal Approach on Customer Relationships and Customer Experience

Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.

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The next level of customer experience

Wil je de customer experience verbeteren? Hoeveel aandacht besteed je dan aan het soort relatie dat je organisatie heeft met de klant? Uit onderzoek blijkt dat dit juist een belangrijke beïnvloeder is van klantbeleving. In dit artikel lees je meer over de effecten van de klant-leverancierrelatie.

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Mastering Meaningful Customer Connections

Within large service organizations there are currently two trends visible. These trends seem to be diametrically opposed. On the one hand organizations face increasing price pressure and thus a pressure to cut costs. One of the consequences of this trend is that organizations are increasingly encouraging customers to make more use of digital communication channels. At the same time, companies find it important to know their customers in order to respond adequately to their needs. To do this, organizations must have a certain degree of personal involvement to their customers and they must have regular personal contact. It is assumed that both trends – digitisation and personalisation – will have a strong impact on customer experience and (perhaps) on the relational models customers use. If it is true that relational models - so the way in which people perceive and assess a relationship - play a role in the perception of the customer, it is also interesting to know if it is possible to influence these relational models. During the last fifty years much research has been done into the possibilities to influence customers by using subliminal priming techniques. In these techniques thoughts and feelings are unconsciously activated by showing people certain words or images (eg Bargh, Chen & Burrows, 1996; Dijksterhuis, 2005). In recent years a number of experiments were performed in which customers were unconsciously primed at some type of relationship (eg Aggarwal, 2004; McGraw & Tetlock, 2005; Tuk, Verlegh, Smidts & Wigboldus, 2009). These experiments showed that it is possible to activate a certain type of relationship. The experiments however the researchers used scenario’s based on an interpersonal relationship, and often to a fictitious relationship. The question is whether priming techniques also work for an already existing and more complex relationship between an organization and its customers. From 2010-2013 we conducted research for six large service providers in banking, insurance, utilities and social welfare to discover what the customer experience of these organisations, what role relational models played in customer experience and whether it was possible to influence these relational models. The research project has provided answers to the following questions: - Which relational models are used by customers and what is the influence of these models on customer experience? - What is the influence of digitisation in customer communication on relational models and customer experience? - What is the influence of personalisation in customer communication on relational models and customer experience? And finally, - Is it possible to influence relational models (and customer experience) by using specific words and images that are associated with relational models (relational framing)?

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Producten 1.012

The Next Level in Customer Experience: Het betrekken van klanten in de transitie naar een duurzame samenleving

The role of immersive technology in Customer Experience Management

What moves people

Investigating the emergence of customer orientation by analyzing a co-creation servitization project between a Dutch supplier and a German customer.

Handling consumer messages on social networking sites

The Complexity of Mapping Customer Needs... (and the Myth of a Unanimous Customer)

The Personal Touch in Customer Contact: The Influence of a Personal Approach on Customer Relationships and Customer Experience

The next level of customer experience

Mastering Meaningful Customer Connections

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Producten 1.012

The Next Level in Customer Experience: Het betrekken van klanten in de transitie naar een duurzame samenleving

The role of immersive technology in Customer Experience Management

What moves people

Investigating the emergence of customer orientation by analyzing a co-creation servitization project between a Dutch supplier and a German customer.

Handling consumer messages on social networking sites

The Complexity of Mapping Customer Needs... (and the Myth of a Unanimous Customer)

The Personal Touch in Customer Contact: The Influence of a Personal Approach on Customer Relationships and Customer Experience

The next level of customer experience

Mastering Meaningful Customer Connections