Customer Experience Brings Competitive Advantage

2015 ◽  
pp. 63-68
Author(s):  
Ardath Albee
Keyword(s):  
Competitive Advantage ◽  
Customer Experience

Just Fresh: fresh juices from the desert!

2017 ◽  
Vol 7 (2) ◽  
pp. 1-13
Author(s):  
Syed Zamberi Ahmad ◽  
Norita Binti Ahmad
Keyword(s):  
Small Business ◽  
Strategic Management ◽  
Competitive Advantage ◽  
United Arab Emirates ◽  
Direct Interaction ◽  
Customer Experience ◽  
Business Strategies ◽  
Current Status ◽  
Analysis Model ◽  
Content Type

Subject area Strategic management, Strategic marketing, Entrepreneurship and Small business ventures. Study level/applicability This case study will be useful for undergraduate level students majoring in strategic management, entrepreneurship, small business ventures and marketing. Case overview Just Fresh Juice is a small entrepreneurial venture in the United Arab Emirates (UAE), specialising in preparing all-fresh juices, special mixes and fruit salads. The purpose of this paper is to analyse how Just Fresh can maintain its competitive advantage, and how it could sustain its rapid growth in the market and gain more market share in the long run. Just Fresh focuses on satisfying its customers more effectively than its competitors through a competitive strategy of cost leadership (Papulova and Papulova, 2006), direct interaction with the customers through social media (Srinivasan, 2014) and creating a customer experience (Porter, 2008), as delivering a good customer experience is often more effective in building a competitive advantage than optimising internal processes. Expected learning outcomes The purpose of this case is to enable management students to evaluate and analyse a small business established in the United Arab Emirates. Students will gain a comprehensive understanding of new business set-up and build proper business strategy. They will be able to perform the company’s competitive standing using Porter’s Five competitive forces and analyse its business strategies as well. They will be able to analyse the current status of the company using SWOT analysis and to design alternative strategies for the company using TOWS analysis. Furthermore, students will be able to build a cost analysis model for the company. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 3: Entrepreneurship.

USING OF CUSTOMER EXPERIENCE TO PROTECT THE CONSUMER IN THE BANKING SERVICES MARKET – OPPORTUNITIES AND POSSIBILITIES

2019 ◽  
Vol 20 (1) ◽  
pp. 145-157
Author(s):  
Agnieszka Butor-Keler
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Financial Services ◽  
Customer Experience ◽  
Banking Services ◽  
Consumer Interests ◽  
Market Opportunities ◽  
Scope Of Protection

Customer Experiece is the total customer experience in connection with using service or product. Research and analysis regarding this factor is an important element of building a competitive advantage by entrepreneurs. These activities allow to determine the level of customer satisfaction with the services provided or products delivered. Such research is important in particular in the financial services market, which is characterized by high competitiveness, as well as the volatility of the product offer and solutions used, which result in the need to update its policy and solutions on an ongoing basis. The purpose of this publication is to determine whether and if so how the conduct of Customer Experience surveys may affect the scope of protection of consumer interests in the banking services market. This issue is important because the market generates a number of threats to these interests, which will be presented in this article.

Mystery Shopping: A Marvelous Tool in the Hands of Organized Retailers

2015 ◽  
Vol 1 (1) ◽  
pp. 18
Author(s):  
Shruti Anand
Keyword(s):  
Competitive Advantage ◽  
Customer Experience ◽  
Working Environment ◽  
Customer Engagement ◽  
Large Size ◽  
Mystery Shopping ◽  
Close Relationship ◽  
Communication Gap ◽  
Source Of Information ◽  
Prime Source

Customer engagement is a key to the success of organized retail. Now-a-days, retailers engage their customers by luring them with various facilities. It is through customer engagement that they are able to provide a long lasting experience to customers. This provides a competitive advantage and becomes the ultimate reason for customer attraction. It is the in-store experience of customer that adds on to the frequency of their visit. Experience though once gained has a long effect, but it needs to be replicated to give an everlasting effect. Feedback received from customer is not only a prime source of information but also an effective tool to manage customer relation in a manner where it would fulfill expectations of customer and organization as well. Often the large size of operation becomes a challenge for the organized retailer in maintaining close relationship with each customer. Notwithstanding various technological involvements in the working environment of retailers, they still lag behind in getting feedback of customer experience in the store. Feedback given to them is generally in a hurry or mostly vague. Absence of feedback is slowly and gradually creating a lacuna between organized retailers and customers. The concept of mystery shopping has evolved in order to cope with this challenge. This paper is conceptual in nature and hovers around mystery shopping. The objective is to explain in detail its relevance and significance for organized retailers. Application of mystery shopping might prove to be a significant tool in the hands of organized retailers as it provides first-hand information which helps to bridge the communication gap between the organized retailer and customer.

scholarly journals Customer Experience in Retail: A Systematic Literature Review

2020 ◽  
Vol 10 (21) ◽  
pp. 7644
Author(s):  
Camila Bascur ◽  
Cristian Rusu
Keyword(s):  
Literature Review ◽  
Competitive Advantage ◽  
Systematic Literature Review ◽  
Customer Experience ◽  
Evaluation Methods ◽  
Definition Of

The customer experience (CX) is a concept that has been closely studied by companies in recent years. This is because it is one of the most important factors in maintaining a competitive advantage. In addition, it is customers who seek to create an experience that goes beyond the acquisition of a product. In this article, we present a systematic literature review of the CX in retail. We reviewed articles published over the last ten years related to (1) the definition of the CX; (2) dimensions, attributes, and factors that influence the CX in retail; (3) methods used to evaluate the CX in retail; and (4) potential heuristics to evaluate the CX in general and, in particular, in retail. We analyzed 67 articles, and the obtained result shows that (1) multiple definitions exist in different contexts; (2) the dimensions, such as the conceptualization of the CX, vary depending on the context; (3) the evaluation methods found do not comprehensively evaluate the CX; (4) there is no evidence of heuristics used to evaluate the CX.

Cultivating Emotional Branding Through Customer Experience Management

2018 ◽  
pp. 55-71
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Competitive Advantage ◽  
Positive Emotions ◽  
Customer Experience ◽  
Marketing Mix ◽  
Pivotal Role ◽  
Brand Strategy ◽  
Sustainable Competitive Advantage ◽  
Customer Experience Management ◽  
Market Driving ◽  
Holistic Manner

Emotional branding promotes customer's long-lasting psychological attachment to a brand. Customer experiences with products and services trigger emotional responses. Therefore, customer experience management is imperative for generating pleasant emotions. Yet the delivery of customer experiences is viewed in a holistic manner. Customer experience management can be effectively integrated into a brand strategy to drive customers' positive behavioural and attitudinal intentions. The customer experiences play a pivotal role in the generation of positive emotions. Adopting an appropriate combination and priority of experience elements is essential to create customer satisfaction, trust, and commitment in order to develop true loyalty. The traditional tactical approach of marketing-mix elements is purely marketing driven and does not fit well in the CEOs expectations. These experience-mix elements will help the organizations to become market driving, which is even beyond the market-driven approach and thus will generate sustainable competitive advantage.

Competitive advantage through service in hospitality and tourism: a perspective article

2019 ◽  
Vol 75 (1) ◽  
pp. 247-251 ◽  
Author(s):  
Jay Kandampully ◽  
David Solnet
Keyword(s):  
Competitive Advantage ◽  
Conceptual Framework ◽  
Design Methodology ◽  
Service Management ◽  
Customer Experience ◽  
Content Type ◽  
Human Element ◽  
The Past ◽  
Hospitality And Tourism ◽  
Conceptual Study

Purpose Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience. Design/methodology/approach This conceptual study provides a synthesis of the past and the future understanding of the importance of service management. Findings A conceptual framework is provided that extends our understanding of emotion connection and reliance on technology. The examples are given to enrich the discussion. Originality/value This study is among the first to highlight and explore the interrelationship between emotional connection and the reliance on technology in the context of hospitality experience.

scholarly journals STUDI KESIAPAN DAN KESADARAN ORGANISASI UNTUK MENGHADAPI KEUNGGULAN SEMENTARA DALAM PERSAINGAN BISNIS PADA UNIT BISNIS INNOVATION AND DESIGN CENTER (IDeC) PT TELKOM INDONESIA TBK

2017 ◽  
Vol 15 (3) ◽  
pp. 235
Author(s):  
Yudi Pramudiana ◽  
Risris Rismayani ◽  
Yunus Thariq Rizky
Keyword(s):  
Competitive Advantage ◽  
Analytical Hierarchy Process ◽  
Customer Experience ◽  
Senior Leader ◽  
Systemic Innovation ◽  
Hierarchy Process

Dinamika lingkungan bisnis saat ini telah menyulitkan perusahaan untuk memperoleh keunggulan yang berkelanjutan. Prilaku pesaing semakin sulit diprediksi sehingga strategi bersaing perusahaan sering kali tidak cukup kuat untuk mempertahankan daya saingnya di pasar. Sehingga perusahaan hanya mampu memiliki keunggulan bersaing secara sementara saja (trancient competitive advantage) dan tidak berkelanjutan. Penelitian ini bertujuan untuk menganalisis keunggulan bersaing sementara pada unit bisnis Telkom IDeC yang dievaluasi menggunakan analisis kriteria Transient Competitive Advantage, apakah Telkom IDeC telah siap dan sadar menjadi salah satu unit bisnis yang berada dalam kondisi keunggulan tersebut. Metode penelitian yang digunakan dalam penelitian ini adalah metode penelitian kualitatif. Pengumpulan data dilakukan dengan menyebarkan kuesioner dan wawancara kepada senior leader. Teknik analisis dalam penelitian ini menggunakan analytical hierarchy process (AHP). Hasil dari penelitian ini menunjukkan bahwa Telkom IDeC telah siap dan sadar menjadi perusahaan yang memiliki kriteria keunggulan kompetitif sesaat dengan alternatif yang diberikan yakni, 66.2% mempunyai kapabilitas untuk keunggulan sesaat dan 33.8% fokus pada keunggulan yang lama. Kontribusi terbesar diberikan pada aspek systemic innovation (84.7%) diikuti secara berturut-turut oleh customer experience (63.6%), themes (61.5%), dan arenas (55.2%)

scholarly journals Building customer loyalty through customer experience management

2016 ◽  
Vol 6 (3) ◽  
pp. 288-294
Author(s):  
Kavitha S ◽  
Haritha P
Keyword(s):  
Competitive Advantage ◽  
Customer Loyalty ◽  
Management Strategy ◽  
Customer Experience ◽  
Customer Acquisition ◽  
Customer Experience Management ◽  
Practice Experience ◽  
Product Features ◽  
Customer Interaction

Customers are more demanding than ever. Creating superior customer experience is crucial in gaining competitive advantage in any business environment.Companies need to have a well-defined customer experience management strategy to determine a place in the competitive world. Customer Experience Management has gained importance in recent years. As companies are faced with the issues like decreasing customer loyalty, reduced scope of differentiation through product features, and with increasing costs of customer acquisition, it has become immensely important for companies to practice experience based differentiation in every stage of customer interaction. This paper focuses on the various aspects that impact customer experience and its impact on customer loyalty.

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