The overall impact of enhancing customer service engagement on customer experience : case: online food delivery companies in Finland

Abstract

This thesis research on how to improve the overall customer experience in the online food delivery companies in Finland. The aim is to study the impact of the customer service enhancement through new and improve customer service tools and support system provided by service agents (Couriers). Thereby, improving customer experience, customer service, customer relationship and brand identity and loyalty of the business. This is done by upgrading the customer service tools available, creating new ones and deleting the ones that are obsolete. The empirical part of the study which refines the research problem and divides the main research question into sub-questions which is based on the theoretical framework of the thesis. The theoretical part of the study approached the research problem from customer experience, customer service engagement, customer experience management point of view. The objective of this study is to find out answers to the sub-questions using qualitative research methods. The research focused on improving customers experience throughout the customer journey by means of implementing a management and marketing strategy that would identify, develop, evaluate the skills of the sales force of the company thereby, improving the level of hospitality and customer service to its customers. This strategy can be replicated in other business and throughout the hospitality industry. The thesis will use several interviews from service agents with the intent to find answers to the research problem. For the business to attract new customers, satisfy existing customers and increase customer loyalty, the customers should differentiate into customer profiles. These customer profiles will be engaged and examined at different touchpoint throughout the customer journey, both individually and holistically, before, during and after sales.