Customer experience at retail 3Ps - Briefe

3P’sCustomer Experience

@ Retail

Abdulrahman Alghamdi

CUSTOMER EXPERIENCE (CEX)

"Customers always get more than they bargain for, because a product or service always comes with an experience. By "experience," we mean the "takeaway" impression formed by people's encounters with products, services, and businesses—a perception produced when humans consolidate sensory information."

(Carbone and Haeckel 1994)

CUSTOMER EXPERIENCE

EVERY DAY FOCUS

CUSTOMER EXPERIENCE

EVERY DAY FOCUSX

CUSTOMER EXPERIENCE

our every SECOND focus

What is customer

experience ?

Customer Experience

3P’sPeople

Process

Place

3P’sCEX @ Retail

Advocate

Loyal

Repeated

New Customer

Custom

er Experience

Our

Cus

tom

ers

Business level Emotional Level

Physical performance elements our product or

service provide

What is felt by the customer when ever they have contact with our

company

Expectation point has been exceededon both business and emotional level and relatively balanced giving rise to

a positive customer experience

POS ITIVE

Imbalancedcustomer experience



POS ITIVE




POS ITIVE



Business / Emotion Balance Business and Emotional Levels exist prior to, during and after every contact.

Every interaction provides an opportunity to enrich customer experiences.

A customer experience is a dynamic rather than a static construct. As each expectation is exceeded, the bar raises for the next experience.

Delivering positive customer experiences requires constant feedback and evaluation from a customer perspective. This should take both internal and external evaluation.

As a human’s brain is made of two spheres, one fundamentally designed for logic and the other for emotions, if we continue to focus efforts just on the physical elements (logic) of a customer experience we are in effect ignoring 50% of the customer’s brain (emotions) and arguably the key decision maker.

Thank You