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Customer's experience rooms

The surroundings in which the customer experiences the purchase of the product or a service is important for all the good reasons: it reflects to the products quality, price, user-friendliness and style. In this on-going module of the course Understanding Customer Experience, I'm looking forward to learning theories about the experience rooms, such as servicescape.

In this course I've used the family restaurant as my study case to analyze and learn about the different theories on understanding customer experience. I hope to get some useful ideas and tools on how we can use the exterior, interior, decorations, graphic design and perhaps even our website or facebook-site to gain a competitive advantage


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Making a customer happy

Lars E Olson: describes how positive emotions lead to: purchase decisions, loyalty and well—being. When we feel positive about the customer experience, it is easier for us to make the choice of purchase, further we feel loyal to the brand or product and stay loyal to it. Finally, we experience higher well-being.
Olson presents as the determinants of subjective wellbeing:
·45% consist of personal characteristics (personality, genes)
·45% how we spend our time (activities, behaviour, everyday life, goal process)
·10% social & economic factors (gender, age, cohabiting. children, income, employment, education)
In this perspective, it would be more useful to focus on understanding the customer’s personality and time-spending activities than social and economic factors, which are often more in focus when analysing target groups.
People are generally good at forecasting future emotions on their activities. But they are less accurate at predicting the intensity and duration of their future e…

Introduction of... me!

My name is Anu Majkvist. I'm an entrepreneur and networking nerd.

I have started and owned different comapnies, in different areas, mostly within B2B.
My full-time job today is running my firm Eldstaden- where I coach and speak about entrepreneurship and career development. I coach mostly business owners, start-ups, executives and employee-groups.

My whole life I have worked in service, from grocery store, cleaning lady and shop assistant  to waitress, bar tender and croupier. Later I have worked as HR-manager, market developer, KAM, consultant etc. I offer courses in customer service and relationship marketing. I love customer service and I'm very interested in what makes a happy, an loyal, customer.

My academic background is a BBA degree from Göteborg University School of Economy and business administration. Further I've studied work and organizational psychology, gender studies and innovation. Currently besides the course on understanding customer experience, I'm ta…

My expectations about expectations

I’m surprised to find that the subject of psychology of quality and expectations is so complex.
Tore Pedersen explains regarding quality & expectations: If the expectations are high the quality is valued higher. But if expectations are low, the quality is valued lower. If the expectations are low it requires a lot of effort to overturn our experienced quality.
The sense of quality is built over time. It takes a lot of effort for our restaurant to build up high expectations and high experienced value for our menu.
We could try and learn to understand our guests by asking our guests about their expectations and feelings. According to Professor Margareta Friman we can ask our guests before their visit or after their visit.
Asking before their visit will be based on affect forecasts: how do you think you will feel when visiting our venue?
Or we can ask after the visit: How did you feel?
There are different ways for us to build up expectations before the visit. The more contact and more …