As an entrepreneur with strong interest in digital solutions that affect everyday life, i would like to understand how customers react when they first make contact with a new product or service. This is essentially to understand what trigger the initial adopters of new technology in public services.
For instance, in the local public transport sector in the city of Stockholm, my observation over a period of about 10years has shown a steady rate of service delivery improvement both in the payment and card issuing system. It has been interesting how the various improvements have been adopted over the years and in my opinion these has led to great improvement in service delivery. But how does early adoption happens? especially while the old system was not broken.
Research has shown that material things may bring about lesser satisfaction than for example Life experience. Can this be as a result that as soon as material goods are owned or consumed, humans start to quickly forget about the experience while a good holiday to some where new can remain in our memory for a long time. The way customers experience product or services can have short or long term effects.
Short term effects will be related to how much our expectation is met as we experience the services but the longer term experience will relate to how we remember the service. Satisfaction level plays a very important role in the long term effects of customer experience and service providers or products developer need to really consider this.
Satisfied customers can be happy while unsatisfied customers can be unhappy. But how long does this last?
Expectations of gaining more insights into the theories bothering on understanding customers experience has been positive so far. Fellow students practical experiences that has been shared have also helped to learn new perspectives since students come from diverse background.
Individual expectations may be so varied depending on other aspects of their psychological needs at different point in time. This is the thinking about expectations at different points in our life, prior happiness maybe bring about more positive expectations and hence satisfaction can easily be achieved while prior sadness can bring about higher negative expectations leading to non achievement of satisfaction.
From a personal view point, i can say that my expectations can become very low from taking and ice cream after a very good meal that i get satisfied anyway whether the ice cream was very good or not. This happens because i have already achieved high satisfaction from a prior service or product, which in this case is very related.
WHAT IMPLICATIONS CAN A GOOD CUSTOMER SERVICE HAVE?
From the last webinar and all the resources that have been perused, the question above comes to mind. As expectations and disconfirmation is achieved to reach satisfaction by customers, what role can a well implemented customer service tool play to achieve a satisfied customer experience?
Even though customer service can be seen as been reactive, i think it can help customers quickly reach that level of disconfirmation that achieve satisfaction especially in service oriented customer experience.
The possibilities of learning theoretical as well as practical findings that will help increase my knowledge base as a provider of solutions endeared me to this course. My believe is this module will open that door after watching the videos and starting to browse through the course literatures.
Though psychological concept may prove challenging, the believe is that good interactions with fellow students should make the learning experience worth it. The mode of teaching the course with short video clips is a big plus.
WELCOME TO MY BLOG!! My Name is Olukunmi Abbas OWOADE. I am looking forward to diving into the world of Customers experience whether its for new and innovative products or in the already established and matured market from Tech to basic home groceries.
I am a budding entrepreneur, based in Stockholm and working a lot in the Nigeria entrepreneurial ecosystem with passion for solutions that positively improve human lives even in the smallest of ways. My passion is to see a more balanced world in terms of quality of life.
Come with me on this journey so we can learn from one another.