Showing posts with the label customer

The Customer as a Co-Creator

Businesses often forget that the customer is the end user and they determine the success of any product, service or organization. Designing products with the customer in mind is important but using customer’s feedback in innovating those products can create higher income streams. Reaching out and asking customers for their feedback can take different forms in today’s world.  The product development process includes ideas generation, screening of ideas, development and testing, business analysis, marketing testing and commercialization (Finch, 2012). New ideas are reviewed for feasibility and then then tested to ensure they work. A thorough analysis of the profitability and marketability of the product is conducted before mass production.  Great ideas can come from many different locations. An often untapped source is the customer themselves. Product reviews, focus groups, and questionnaires were some of the tools to gain insight into products. As Internet technology develo

Improving Upon Customer Control Initiatives

Service can be an elusive concept that is not only difficult for customers to define but also for the companies that offer such service. The authors Sichtmann, et. al. (2011) have developed a facilities –transformation–usage framework of service provision by drawing from control theory. It is important for decision makers to understand and focus on the overall process of service exportation in order to increase sales and customer satisfaction rates.  Cultural considerations play a part in the overall service delivery processes. As the nation increases in exportation of services it is important to understand how culture can impact the perception of service delivery. The exportation of services includes the total concept of service exportation under different times, places, conditions and cultures.  As service design will require a higher level of customer integration the options may create a little more difficulty in control when compared to simpler designs. However, this d