طراحی تجربه مشتری

طراحی تجربه مشتری

اسلاید 1: طراحی تجربه مشتری custormer experience design خرداد 1400استاد:دکتر محمدیانتهیه کننده:امین شمساییدرس:مديريت بازاريابي دانشگاه علامه طباطبايي

اسلاید 2: تعریف تجربه مشتریExtract commoditiesMake goodsDeliver servicesstaging experiencesAn experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event.total customer experience is a multidimensional construct that involves cognitive, emotional, behavioral, sensorial , and socialwhat people really desire are not products but satisfying experiencesIt is the internal and subjective response customers have to any direct or indirect contact with a company2

اسلاید 3: اهمیت تجربه مشتری to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.3customer experience may provide a new means of competitionSatisfactiondelivers customer loyaltyinfluences expectationsinstils confidencesupports the brandcreates emotional bonds

اسلاید 4: ریشه های تجربه مشتری4Philip Kotler (1967) John Howard and JagdishSheth (1969). Pine and Gilmore (1999)Customer buying behavior process modelsCustomer satisfaction and loyaltyService qualityRelationship marketingCustomer relationship management (CRM)Customer centricity and customer focusCustomer engagement

اسلاید 5: ADD A FOOTER5