How can we design
CUSTOMER JOY
My Book on Strategic Decision Making
Applying the Analytic Hierarchy Process
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Applying the Analytic Hierarchy Process
Applying the Analytic Hierarchy Process
3 comments:
PERCEPTION < EXPECTATION ---- DISSATISFACTION
PERCEPTION = EXPECTATION ---- SATISFACTION
PERCEPTION > EXPECTATION ---- DELIGHT or JOY
Is this all about perception? or is it anything to do about real Value? Penetrating the fizz and fuzziness and going deeper into the hearts of customers?
May be JOY is much deeper and more stable and hence may have its impact much later.
Would like to know your thoughts further.
Value delivered to the customers will be realised only based on their perception. Marketers/vendors are making the customers/clients to perceive that they are getting expected benefits. But as you said , it may not last long. To have sustainable customer delight , Customers' perception alone not enough, they have to realise the benefits. As you often say , identifying the unrealised needs of customers and delivering the value to address those. The challenge here is , to make the customer to perceive significance of ' unrealised needs' of customers and realise the value you are providing..
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