Customer Experience

Step into your customer's shoes

In service development, design thinking emphasizes human-centeredness and empathy, and highlights the understanding of customer needs and operations.

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Simply being aware of customer segments is not enough; one must delve deeper into everyday experiences. Understanding customer expectations requires more than just listening to their desires and needs; one must step in the customer's shoes.

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The common criteria for good service design include openness, honesty, responsibility, sustainability, quality, and ease of use.*

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​Customer experience development can be summarized into four key areas: service speed, personalization and user-friendliness, and a well-constructed technology environment.*

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Meeting customers involves encompassing all stages of the customer journey and all customer-related activities across organizational unit boundaries.

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*Maula & Maula

*Gerdt