As years pass by, technology advances more and more making it a little bit more difficult to fulfill the demands customers place. Netflix and MasterCard are two companies who listen to their customers and change up their services to better suit the demands placed by their clients. Netflix and MasterCard both emphasize that it is more about the experience customers receive, than the actual product they obtain. For example, Netflix allows its viewers to skip the introduction of the series or shows they are currently binge watching. Doing this, allows the viewer to keep watching without interruptions, better enhancing the experience.
MasterCard allows transgender customers to place a different name on their card, it does not have to be their legal name. This allows the customer to feel more comfortable and overall enhances their experience when using those cards. Another way MasterCard is attaining to its customers, is by making a sound when using a MasterCard electronically instead of using the physical card, it allows the customer to know their transaction was fully processed giving them peace of mind.
LinkedIn noticed that more and more companies now have a new job called “CXO” or Chief Experience Officer, this is a more recent job title that has no specific role to it but the main purpose is to strengthen the customer’s experience.
Marketing is playing a huge role in this because they are putting the customer at the center of their product development, these companies are placing an emphasis on the customer’s needs. By doing this, customer satisfaction increases allowing the companies to also grow economically because more people will use their products if the changes appeal to their own individual needs.
In relation to the four P’s, the product here is being exalted through the experience that comes with using it, the development is being emphasized more on how the customer feels by using the product and not the product itself.
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