Customer experience as a key driver of value
Duration: 9 mins 21 secs
Share this media item:
Embed this media item:
Embed this media item:
About this item
| Description: | Interview with Professor Chris Voss, London Business School, as he explains his recent research, which looked at how to design Customer Experience |
|---|
| Created: | 2014-06-29 20:33 |
|---|---|
| Collection: | Cambridge Service Alliance |
| Publisher: | University of Cambridge |
| Copyright: | A.H. Walters |
| Language: | eng (English) |
| Keywords: | Cambridge Service Alliance; Professor Chris Voss; Customer Experience; London Business School; Services; |
| Abstract: | Professor Voss explains his recent research, which looked at how to design Customer Experience. He studied seven companies that design customer experience and talks about some of the key principals found in this design process, such as viewing customer experience as a customer journey; the importance of people and roles in the process; managing customers and the emotional contagion aspect; the physical design elements; and the importance of back-office processes. He also discusses the importance of putting the customer at the heart of the service offering as well as his views on the importance of innovation in process, product and business models. |
|---|---|