The Utilization Of Customer Journey Mapping In The Automotive Industry
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The Utilization Of Customer Journey Mapping In The Automotive Industry
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Author : Tobias Staudt
language : en
Publisher: GRIN Verlag
Release Date : 2014-11-24
The Utilization Of Customer Journey Mapping In The Automotive Industry written by Tobias Staudt and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-24 with Business & Economics categories.
Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,2, HHL Leipzig Graduate School of Management, course: Service Retail and Marketing, language: English, abstract: Commoditized products and volatile market environments frame the setting that companies are facing today. Thereby, the importance of differentiation as key to company’s growth is more relevant than ever. It is widely assumed that differentiation often refers to products or market positions. However, more recently, the concept of Experience Based Differentiation (EBD) emerged as an idea for companies to build sustainable relations and loyalty by delivering a superior, differentiated experience to customers. Managers have become increasingly aware that customers are their most valuable assets. However, pure Customer Relationship Management (CRM) is not sufficient anymore. Thus, Customer Experience Management (CEM) takes CRM to the next level by integrating customer experience (CEx) and emotions during interactions into consideration (Fatma 2014). Tracing the considerably increasing number of customer touch points and derive so called customer journey maps, helps companies to understand the broader reasons of performance gaps and thus address root causes. A recent study by McKinsey & Company (2013) revealed that companies that are able to map and optimize relevant customer journeys reinforce superior CEx, reduce churn and increase revenue, and, as a result, built sustainable relationships. In addition, greater employee satisfaction and an increased effectiveness of cross-functional collaborations have been observed. However, most companies fail to strategically align and manage the CEx across all touch points and miss a great opportunity to differentiate. This gives relevance to a study on the potential of Customer Journey Mapping (CJM), as a way for the marketing management to understand CEx during all interactions. In the process of the present work, the concepts of Customer Experience (CEx), Customer Experience Management (CEM), Customer Journeys (CJ), as well as Customer Journey Mapping (CJM) are important. Therefore, the basic idea of these concepts will be characterized and explained in this sub-chapter. The terms CEx and CEM have been introduced to the marketing management several years ago and have its roots in the concepts of service quality and customer service, which evolved during the eighties and nineties (Drotskiie, 2009, p. 363). Today, a common understanding of the frequently cited concept of CEx is “the user’s interpretation of his or her total interaction
Icidc 2022
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Author : Zuriati Ahmad Zukarnain
language : en
Publisher: European Alliance for Innovation
Release Date : 2022-10-13
Icidc 2022 written by Zuriati Ahmad Zukarnain and has been published by European Alliance for Innovation this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-10-13 with Computers categories.
The 2022 International Conference on Information Economy, Data Modeling and Cloud Computing (ICIDC 2022) was successfully held in Qingdao, China from June 17 to 19, 2022. Under the impact of COVID-19, ICIDC 2022 was held adopting a combination of online and offline conference. During this conference, we were greatly honored to have Prof Datuk Dr Hj Kasim Hj Md Mansur from Universiti Malaysia Sabah, Malaysia to serve as our Conference Chairman. And there were 260 individuals attending the conference. The conference agenda was composed of keynote speeches, oral presentations, and online Q&A discussion. The proceedings of ICIDC 2022 cover various topics, including Big Data Finance, E-Commerce and Digital Business, Modeling Method, 3D Modeling, Internet of Things, Cloud Computing Platform, etc. All the papers have been checked through rigorous review and processes to meet the requirements of publication. Data modeling allows us to obtain the dynamic change trend of various indicator data, so how to use big data information to model and study the development trend of economic operation plan is of great significance. And that is exactly the purpose of this conference, focusing on the application of big data in the economic field as well as conducting more profound research in combination with cloud computing.
Open Agile Architecturetm A Standard Of The Open Group
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Author : Andrew Josey
language : en
Publisher: Van Haren
Release Date : 2020-12-18
Open Agile Architecturetm A Standard Of The Open Group written by Andrew Josey and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-18 with Architecture categories.
Open Agile ArchitectureTM, a standard of The Open Group, offers an approach to architect at scale with agility. It provides guidance and best practices for Enterprise Architects seeking to transition into Agile and Digital contexts. Empowering an Enterprise to Succeed with its Digital-Agile Transformation Agile teams drive the enterprise’s Digital Transformation by inventing new business models, delivering superior customer experiences, developing digital products, and architecting highly-automated operating systems. The Open Agile Architecture Standard was designed keeping the needs of all business stakeholders in mind: • Business Leaders – to drive the enterprise’s Digital and Agile change journey • Enterprise Architects – to extend their scope of influence in an Agile at scale world • Product Managers – to help transform customer experience, innovate products, and generate growth • Product Owners – to accelerate their transformation from managing feature backlogs to steering value delivery • Operations Managers – to enable them to leverage Lean and automation to generate sustainable competitive advantages • Software Engineers – to leverage the power of digital technologies to co-innovate with the business The more Agile the enterprise, the faster the learning cycles, and faster learning cycles translate to shorter time-to-market resulting in more agility. By adopting an Open Agile Architecture approach, your organization can capitalize on this accelerated learning cycle, meaning your Agile and Digital capabilities continuously and simultaneously co-create one another.
Digital Marketing In The Automotive Electronics Industry
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Author : Uli Schneider
language : en
Publisher: Springer Nature
Release Date : 2023-06-08
Digital Marketing In The Automotive Electronics Industry written by Uli Schneider and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-06-08 with Business & Economics categories.
The book complements the current body of knowledge in business-to-business marketing with the experience of many professionals ranging from marketers to top management of a leading automotive semiconductor supplier worldwide. It presents unique and adaptable practical concepts, case studies, and tested models from practice. The book operationalizes the theory of approaches such as omni-channel marketing, and target driven performance marketing into practical and actionable approaches in large B2B companies in automotive sectors. The change management nature of the digital transformation of marketing is a common thread throughout the book and the experience of more than 10 practitioners, allowing readers to relate the content directly to their own business reality.
Cx That Sings An Introduction To Customer Journey Mapping
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Author : Jennifer L. Clinehens
language : en
Publisher: Jennifer Clinehens
Release Date : 2019-01-15
Cx That Sings An Introduction To Customer Journey Mapping written by Jennifer L. Clinehens and has been published by Jennifer Clinehens this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-15 with Business & Economics categories.
4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com
Automotive Human Centred Design Methods
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Author : Voula Gkatzidou
language : en
Publisher: Walter de Gruyter GmbH & Co KG
Release Date : 2021-03-08
Automotive Human Centred Design Methods written by Voula Gkatzidou and has been published by Walter de Gruyter GmbH & Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-08 with Business & Economics categories.
There is currently a great need for introductory materials to help professionals of all types to understand and deploy Human Centred Design (HCD) methods. This compendium, written in simple everyday language by authors who are experts in automotive ergonomics, UX and HMI, is inclusive and easily accessible. The 21st century is characterised by ever greater reliance on the innovation paradigm of HCD. In many sectors, the practices of "technology push" and "market pull" have been giving ground to newer ways of innovating which are based more on careful attention to the characteristics and needs of people. Where ethnographic, ergonomic and UX practices were once the remit of only the design teams, the practices and values of HCD are now permeating widely, leading in many cases to business restructuring. The automotive sector, characterised by large and sophisticated organisations, and by more than a century of success, is one sector with extensive requirements for HCD methods. This introductory book links the philosophy of the Human Centred Design innovation to the basic methods and simple everyday steps which can be taken to better understand customers and to better define briefs and tests. The book will prove a valuable reference to automotive designers who wish to more deeply integrate HCD into their everyday work, and to any professional who wishes to widen her or his skill set and understanding of HCD. The information regarding the selection of HCD methods, and their deployment, will provide a gentle introduction to the world of Human Centred Design.
The 5 Star Customer Experience
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Author : Dr. Janne Ohtonen
language : en
Publisher: AuthorHouse
Release Date : 2017-01-05
The 5 Star Customer Experience written by Dr. Janne Ohtonen and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-05 with Education categories.
Boost Revenues with Top-Notch Customer Experience! Get the digital version of this book for FREE when you purchase a paperback copy! Do you know the value of exceptional customer experience? Do you want to optimize your customer experience blueprint? Would you like to streamline your operations with customer journey mapping? When you read Dr. Janne Ohtonens The 5-Star Customer Experience, youll discover the three secrets of providing a phenomenal customer experience. This fascinating guidebook helps you understand your current level of experience and what you can do to improve and excel! Secret 1: Create a Customer Experience Blueprint Develop a Customer Experience Strategy that boosts revenue, profit, and customer satisfaction. Secret 2: Map Your Customers Journey Learn how people interact with your business, weed out frustrations and time-sinks, and increase cost efficiency. Secret 3: Experience Stunning Results Take your strategy and plans into action and see your revenues grow, cost base decrease and customers smiling! With your purchase of this book, youll also get FREE digital downloads of the authors other two books! Inside The 5-Star Customer Experience, youll discover: Why innovative and constantly improving customer experience creates sustainable revenue growth A practical way for creating a customer experience blueprint that wows the customers and brings in the profit for the business How to use customer journey mapping tools, including step-by-step guides and examples with illustrations to optimize cost efficiency "If you want to ensure long-term business success, then you will find Dr. Ohtonen's book invaluable--a must-read blueprint for putting the customer at the heart of your organization" (Marcos Moret, Managing Director). "An awesome read. You will find yourself inspired to approach the challenge of becoming more customer-centric in a structured and methodical way" (Anthony Pearmain, Customer Experience Consultant). "I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries" (Jenna Heinonen, MBA). Do the right thing for your business, your customers, and the world Dr. Ohtonen donates part of the proceeds from every book sold to charity! This essential business guide includes practical, how-to steps for optimizing your customer service. Youll discover a wide variety of real-world case studies so you can benefit from the hard lessons experienced by other companies. By understanding, designing, and improving your customers experiences, you can see dramatic growth in your sales and revenues! Dont let your competition get an edge on you Order your copy of The 5-Star Customer Experience TODAY! Its quick and easy Just scroll up and click the BUY NOW WITH ONE CLICK button on the right-hand side of the screen.
User Experience Design In The Era Of Automated Driving
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Author : Andreas Riener
language : en
Publisher: Springer Nature
Release Date : 2022-01-01
User Experience Design In The Era Of Automated Driving written by Andreas Riener and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-01 with Technology & Engineering categories.
This book is dedicated to user experience design for automated driving to address humane aspects of automated driving, e.g., workload, safety, trust, ethics, and acceptance. Automated driving has experienced a major development boost in recent years. However, most of the research and implementation has been technology-driven, rather than human-centered. The levels of automated driving have been poorly defined and inconsistently used. A variety of application scenarios and restrictions has been ambiguous. Also, it deals with human factors, design practices and methods, as well as applications, such as multimodal infotainment, virtual reality, augmented reality, and interactions in and outside users. This book aims at 1) providing engineers, designers, and practitioners with a broad overview of the state-of-the-art user experience research in automated driving to speed-up the implementation of automated vehicles and 2) helping researchers and students benefit from various perspectives and approaches to generate new research ideas and conduct more integrated research.
Hci In Mobility Transport And Automotive Systems Driving Behavior Urban And Smart Mobility
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Author : Heidi Krömker
language : en
Publisher: Springer Nature
Release Date : 2020-07-10
Hci In Mobility Transport And Automotive Systems Driving Behavior Urban And Smart Mobility written by Heidi Krömker and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-07-10 with Computers categories.
This two-volume set LNCS 12212 and 12213 constitutes the refereed proceedings of the Second International Conference on HCI in Mobility, Transport, and Automotive Systems, MobiTAS 2020, held as part of the 22nd International Conference on Human-Computer Interaction, HCII 2020, in Copenhagen, Denmark, in July, 2020.* A total of 1439 full papers and 238 posters have been carefully reviewed and accepted for publication in HCII 2020. The papers cover the entire field of human-computer interaction, addressing major advances in knowledge and effective use of computers in a variety of application areas. MobiTAS 2020 includes a total of 59 papers and they are organized in the following topical sections: Part I, Automated Driving and In-Vehicle Experience Design: UX topics in automated driving, and designing in-vehicle experiences. Part II, Driving Behavior, Urban and Smart Mobility: studies on driving behavior, and urban and smart mobility. *The conference was held virtually due to the COVID-19 pandemic.
The Power Of Customer Experience
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Author : Martin Newman
language : en
Publisher: Kogan Page Publishers
Release Date : 2021-05-03
The Power Of Customer Experience written by Martin Newman and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-05-03 with Business & Economics categories.
Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.