Customer Experience Management to Leverage Customer Loyalty in the Automotive Industry
TL;DR: In this article, the authors present an investigation on the current market conditions in sales based in the automotive industry and a new approach triggered by the digitization in this industry and describe how Daimler AG is reacting to these market changes with the concept of "Mercedes Me".
About: This article is published in Procedia - Social and Behavioral Sciences.The article was published on 2018-01-01 and is currently open access. It has received 10 citations till now. The article focuses on the topics: Loyalty business model & Automotive industry.
Citations
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TL;DR: In this paper, the authors developed an appropriate model for customer experience management (CEM) for the banking-services sector, which is based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model.
Abstract: This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector,The research method used in this study is qualitative Techniques used for data collection and data analysis are based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model Information and data, based initially on concepts in the literature, are gathered as open code through expert interviews with 11 academic and 20 industry experts from Iran Research data are classified and filtered by micro and macro categories and validated and edited to provide the final model,The final model of the study is based on expecting, conceptual and caretaking factors Micro dimensions and related propositions for the banking industry are also identified,The final model should have practical uses in the banking sector, enabling banking managers to successfully incorporate CEM into their strategy by focusing on the key elements,The development of a model to measure customer experience is an important indicator for performance improvements in the banking industry This is one of the few papers to propose an appropriate model for CEM for the banking-services sector and the first to do so in an Iranian context
6 citations
Journal Article•
TL;DR: In this article, a quantitative research designed to collect primary data from questionnaire and secondary data from journal and articles focused on ethical customer management and pharmaceutical sustainability was conducted to study the ethical issues in customer management.
Abstract: Pharmaceutical industry is not just a commercial business, their products are about life and death, and improving our life quality. This paper aims to study the ethical issues in customer management and how it contributes to organizational sustainability in Malaysia pharmaceutical industry. A quantitative research designed to collect primary data from questionnaire and secondary data from journal and articles focused on ethical customer management and pharmaceutical sustainability. The paper recognized 5 pillars; Direction, Posture, Organization, Behavior and Environment in DPOBE sustainability model and aligned them into ethical customer management in pharmaceutical which contribute positive impact towards organization sustainability in Malaysia. The findings of this paper serves as a guideline to pharmaceutical customer service agents in Malaysia SSC. It emphasizes the importance of ethical customer management and its impact to organization sustainability.
1 citations
01 Jan 2018
TL;DR: In this article, a quantitative research designed to collect primary data from questionnaire and secondary data from journal and articles focused on ethical customer management and pharmaceutical sustainability was conducted to study the ethical issues in customer management.
Abstract: Pharmaceutical industry is not just a commercial business, their products are about life and death, and improving our life quality. This paper aims to study the ethical issues in customer management and how it contributes to organizational sustainability in Malaysia pharmaceutical industry. A quantitative research designed to collect primary data from questionnaire and secondary data from journal and articles focused on ethical customer management and pharmaceutical sustainability. The paper recognized 5 pillars; Direction, Posture, Organization, Behavior and Environment in DPOBE sustainability model and aligned them into ethical customer management in pharmaceutical which contribute positive impact towards organization sustainability in Malaysia. The findings of this paper serves as a guideline to pharmaceutical customer service agents in Malaysia SSC. It emphasizes the importance of ethical customer management and its impact to organization sustainability.
1 citations
DOI•
12 Jul 2021
TL;DR: In this article, the authors used a qualitative research method with a case study approach the data used in primary data and secondary data and found that the role of sales consultants is significant in the success of the marketing strategy made by Honda Kebon Jeruk using the face to face customer method.
Abstract: Business actors have their way of finding and getting new customers. They develop the right marketing strategy to get new customers because they will win the business competition with their competitors. This study uses a qualitative research method with a case study approach the data used in primary data and secondary data. The methods used in data collection are interviews, observation and document review. Sampling using purposive sampling. The data analysis methods used are data reduction, data display, and conclusions drawing/verification methods. From the research results, it can be seen that: 1) Honda Kebon Jeruk has a breakthrough, namely collaborating with E-commerce such as Tokopedia in marketing their products; 2) Direct Marketing used in Honda Kebon Jeruk includes social media marketing, direct mail, telemarketing, digital marketing, and direct marketing; and 3) The role of sales consultants is significant in the success of the marketing strategy made by Honda Kebon Jeruk using the face to face customer method.
1 citations
TL;DR: A model to analyse customer behaviour in a retail store and provide accurate inference for decision making is developed by applying the adaptive regression methodology to control the quality of service or managing the customer satisfaction, thereby providing executives with a competitive gain.
Abstract: Increasing rivalry for-profit or non-profit is pushing companies to devote more and more attention to pleasing consumers with excellent quality customer services. This study aims to develop a model to analyse customer behaviour in a retail store and provide accurate inference for decision making. Another critical objective for this research work is the adaptation of the faceted form of neuro-response, which is substituted by the Adaptive Fuzzy Logistic Regression Model (AFLRM). AFLRM has resulting benefits over Neuro-surface and Mean Demand Heuristic methods. A sample of 100 customers who visited or walked in the retails was used as a sample. Other than neuroresponse surfaces (NRSM) and The Mean Demand Heuristic models (MDSM), the present study has accustomed a generalized form known as Adaptive Fuzzy Linear Regression Model (AFLRM) to deliver the benchmark for former models and give the highest level of accuracy for future behaviour of a customer. LINGO based Markovian analysis has also been used with the above model to understand the behaviour of the system under study. The significance of service and product attributes is implicitly derived via the fuzzy regression model for customer satisfaction measurement. It is observed that the critical gap between the quality of product and services and Customer Satisfaction is Product/Service Satisfaction, Motivation and Buying Experience, and Credibility and Security. The authors’ finding indicates that the effort of listening to the customer's voice should be more critical. Result analysis based on computational results concerning the questionnaire for measuring the customer behaviour and the system validates the model under study. Appropriate, useful with reliable action plans for every critical product and service aspect can be developed by applying the adaptive regression methodology to control the quality of service or managing the customer satisfaction, thereby providing executives with a competitive gain. Also explored the behaviour of the system, i.e., whether the customer will move to the new retail outlets or they will remain in the same state by using the LINGO based software program model.
References
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TL;DR: In this article, the authors propose a higher-order resource of cultural mindsets toward customer experiences (CEs), strategic directions for designing CEs, and firm capabilities for continually renewing CEs with the goals of achieving and sustaining long-term customer loyalty.
Abstract: Although research continues to debate the future of the marketing concept, practitioners have taken the lead, appraising customer experience management (CEM) as one of the most promising marketing approaches in consumer industries. In research, however, the notion of CEM is not well understood, is fragmented across a variety of contexts, and is insufficiently demarcated from other marketing management concepts. By integrating field-based insights of 52 managers engaging in CEM with supplementary literature, this study provides an empirically and theoretically solid conceptualization. Specifically, it introduces CEM as a higher-order resource of cultural mindsets toward customer experiences (CEs), strategic directions for designing CEs, and firm capabilities for continually renewing CEs, with the goals of achieving and sustaining long-term customer loyalty. We disclose a typology of four distinct CEM patterns, with firm size and exchange continuity delineating the pertinent contingency factors of this generalized understanding. Finally, we discuss the findings in relation to recent theoretical research, proposing that CEM can comprehensively systemize and serve the implementation of an evolving marketing concept.
555 citations
01 Jan 2017
TL;DR: In this paper, the authors deal with the question of how value chains and communication processes are changing at companies under the influence of increasing digitalisation, using customer experience as his example.
Abstract: This chapter deals with the question of how value chains and communication processes are changing at companies under the influence of increasing digitalisation. Using customer experience as his example, the author shows how interaction between company and consumer is intensified by digitalisation and today contributes far more than the actual financial statements to companies’ success or failure. Against this background, the author describes communication as the decisive factor. The processing of data and information requires not only a high degree of communicational competence; communication also defines the central interface between consumers equipped with ever smarter devices and companies with their products and services.
5 citations