How IT has enriched User experience!
How often would one imagine if his/her car were to be modified to have a comfortable long drive? Or how nice it would be to have the same room reserved for you when you revisit a hotel? More often, customers do care about specific aspects of a product or service in order to have a pleasant user experience. The next obvious question would be simple; how would it be possible to maintain such minute details consistently? Is there a way around? Yes, there is an answer. It is IT (Infrastructure Technology). User Experience tells how the user feels about the experience with the products/services.
In fierce competition, organizations look for an innovative way to attract and retain customers. And for that, a continuous customer engagement is critical. Right from product / service design till after-sales service, an organization interacts with customers via various touch points. For these multichannel communications, organizations manage customer profiles in their CRM software which is an IT repository from which smallest of details can be available on a single click. We have numerous organizations who achieved high number on customer loyalty by implementing CRM. One such example is of Hilton Hotels Corporations.
Co-Creation is a buzz word now-a -days. Customers actively participate in value design chain to create enormous values for both themselves and company. For Co-creation, virtual world or second life environment are mandatory. With advent of latest innovation in Information communication technologies, such environments are possible. Benefits arising from customers’ participation in such programs are visible in many products. For example, AB Volvo has accelerated product development by involving customers in virtual product test.
The core part of any product / service is customer centricity. In order to make any strategic