As a costumer, I comprehend that costumer experience is important. I know costumers are what keep a business moving and succeeding in the future. As the business woman I want to become in the future, I feel the need to learn about costumer experience therefore I decided to read the article Understanding Customer Experience, from the Harvard Business Review, which is found in the February 2007 magazine. My mother is a business woman, so I felt I knew enough information about the importance of costumer’s experience, however, this article helped learn more in depth the following four factors :
• Companies should not diminish the costumers experience
• Companies should look for what are the costumer’s expectations and their value.
• There are more things that matter to costumers, than only looking at the “brands”
• Survey are done, however it is also important to solve the problems.
Going more in depth about what I mean by saying “costumers should not diminish the costumer’s experience” I will explain the following. Companies tend to forget costumers are what keep a business running. Most of the time companies focused more on the product they are going to provide than on the experience the costumer will receive. For example, in the article mentions that the first concern a company should have is the quality of the costumer’s experience. It also mentions that many companies tend to think the more products they have the better, however, that can be something that affect the buyer, which are the costumers.
By mentioning that costumers should look for what are the costumer’s expectations and their value I mean a lot. This is some ...