Key to Company Success: understanding Customer
Lehtonen, Suvi (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023082925051
https://urn.fi/URN:NBN:fi:amk-2023082925051
Tiivistelmä
The thesis target was to utilize service design thinking and tools. The objective of the thesis was to listen to customers’ thoughts, improve sales phase performance, and confront the customer. The target was to form a service blueprint for the commissioner company's sales process. Customer feedback is essential; the only way to understand how the customer has experienced the service is to ask them directly. The sales process and sales performance were evaluated with the help of the collected customer feedback.
The theoretical part comprises the sales process, customer’s purchase process, service design, and customer experience. Service design is all about the customer, designing the services with interaction between the seller and the customer. Service design places the customer in the center. The main goal of service design is to improve the customer’s service experience. The empirical part consists of three qualitative interviews, which were conducted to gain a better understanding of the existing project sales service status. The original status of the feedback process was studied as a case study.
The research results were customer feedback and improvement ideas for implementing the feedback process better. One result was the service blueprint for the project sales. Future research suggestions were to create a more precise customer experience strategy and evaluate the possibility of utilizing the service blueprint with other departments. In addition to future business objectives, a clear framework and vision should be created for the desired customer experience. Satisfied customers are what makes an organization successful.
The theoretical part comprises the sales process, customer’s purchase process, service design, and customer experience. Service design is all about the customer, designing the services with interaction between the seller and the customer. Service design places the customer in the center. The main goal of service design is to improve the customer’s service experience. The empirical part consists of three qualitative interviews, which were conducted to gain a better understanding of the existing project sales service status. The original status of the feedback process was studied as a case study.
The research results were customer feedback and improvement ideas for implementing the feedback process better. One result was the service blueprint for the project sales. Future research suggestions were to create a more precise customer experience strategy and evaluate the possibility of utilizing the service blueprint with other departments. In addition to future business objectives, a clear framework and vision should be created for the desired customer experience. Satisfied customers are what makes an organization successful.