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Hi!

I've created this blog as a part of a university course I'm attenting, Understanding Customer Experience. Here I'll be wrirting my thought on the area of what makes a customer tick (good and bad!).

Maybe I'll be inspired to keep on writing even after the end of the course!


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Moduel 4 about customer interractions

In the coming blogs and in the course we will dive into the exciting world of customer interactions. This I believe really is the core of any business: the customer and the service provider interracting with each other. I’m looking forward to learn about the theories connected into customer interraction.  Having worked in customer service my whole life (since I was 14, and still going strong!) I have decades of emiprical experience on the subject. I absolutely love meeting and talking to my customers. My style of service is personal, engaging and preferably humoristic, when applicable.  Although I consider myself being a person who gets along with everyone, I still meet an angry or dissatisfied customer every now and then. The challenge is to try to change their perspective, and make things right. 99 times out of 100 it works out well. I’m looking forward to read about the academics point of view when it comes to good practises in customer interraction, and what to do ...
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Resource integration and servicescapes

Resource integration gives a new perspective to how the customer's are affected and co-create value to the product or service. In her tutorial video, assistant professor Maria Åkesson decribes resource integration as how the customers interact with each other in the servicescape. Very little of this process can be influenced by the firm (open part), most of the resource integration happens without the firm's inclunece, only on the customer's terms (closed part). Customer for instance uses resources before and after a direct contact with the firm, such as finding information online, or asking friends for advice. Here the firm's assignment is to make the resources as user-friendly as possible. In a restaurant this could be easy-to-find-menus and other information on web-sites and the social media. The word of mouth becomes a useful tool, when the restuarants reputation is on the top. Other customers recommend the place to their friends, and talk about in positive terms ...
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Influnece and Influencers.

I'm looking forward to diving into the theories and examples about influence. Having read Cialdini's book: Influence: Science and practice I'm awed at how we are suckers for easy tricks! Flattery, social approval, copying others or wanting what we can't have are all easy and often transparent ways of influencing, yet we fall for it almost every time. My least favourite example is telephone salespeople: I simply hate it when someone calls me on the phone, interrupts me at my work or at home, tells me about a product or a service I'm not interested and I don't want. Still, too many times I end up saying yes to buying one, or signing up to a subscription! After the phone call I always curse to myself for being a sucker and not having learnt to say no! So this module I suppose will include a lot of soul searching, and hopefully I will learn some tool to you so that I want fall into the same trick again, at least not every time.... I'm also looking forward ...
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