Succeeding in Business: Essential Strategies for Reselling Products & Services - Essay Sample

Introduction

Business is a significant contributor to economic growth both at an individual level and organizational level. To do well in business, making sure your products or services resell is crucial. People who tend to produce low-quality products for a one time sale would end up not getting their customers back. It is pivotal to make sure the products and services offered are in a position of reselling to protect the name of the brand. One crucial aspect of a DJ company is ensuring that the music played occurs in a manner that the client can refer you to another customer. An example of making sure a customer is satisfied with your service is when the music played fits with the theme of the occasion, is audible enough, proper coordination of the sound system, and all requirements of the client are met up. To accomplish this, parameters for measuring customer experience should be well-calibrated in a manner that ensures proper management.

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Measuring the impact of customer experience is essential in carrying out a DJ company. Prioritizing impact of customer experience over workgroup's ability to influence results has high impact and lies in the high impact quadrant. A customer compares the services offered to the existing services in the current market (Maklan & Klaus, 2011). The client needs to feel the level of satisfaction equivalent to the amount of payment. Businesses even go the extra mile to provide for more services other than those in the quotation. In such a case, the company improves customer experience.

Since customer experience (CX) measurement aims at measuring customer experience all along the customer journey, the actions of the customer play a determining factor. Customer experience has provided companies with the necessary means to analyze and collect processed data to view the needs of the customer (Bagdare & Jain, 2013). It is essential to know what satisfies and dissatisfies a customer to provide the best services.

Measuring the impact of customer experience is a process that aims at making sure a customer is satisfied. Currently, the DJ Company measures customer experience by evaluating how well a customer gets satisfied with the services. The first step to measuring customer experience is knowing your customers. When managing a DJ company, it is vital to understand who your clients are by conducting customer research. This step allows a business to think like their customers. The second step is identifying all the touchpoints, the journey from start to finish (Klaus & Maklan, 2013). The establishment of these touchpoints makes it possible for the mapping of the entire customer experience. The third step is working on fundamental problems. After identifying the touchpoints, areas of weaknesses become evident. This step entails working on such areas to address specific issues. Lastly, there is the choice of the right customer experience metrics. Here, the objective is checking whether the proposed solutions to solve the problems are working or not. Some of the customer experience metrics include net promoter source, average handling time, first contact resolution, customer satisfaction score, and customer effort score (Klaus & Maklan, 2013). Through the procedure, there is a high impact on improving the experience of the customer; thus, the method is effective.

Conclusion

In conclusion, it is essential to have proper customer experience measurement. The impact of customer experience is pivotal in ensuring loyalty among the customers. For the DJ business to flourish exponentially, the brand name should have a good reputation (Verhoef, Lemon & Parasuraman, 2009). Learning your client helps in ensuring the reputation does not spoil at any moment. The right priorities should be set according to the type of business carried out since different type of business require a unique procedure of evaluating the customer experience. The effect of measuring the impact of customer experience has shown effective improvement in the DJ Company.

References

Bagdare, S., & Jain, R. (2013). Measuring retail customer experience. International Journalof Retail & Distribution Management, 41(10), 790-804. Retrieved fromhttps://www.emeraldinsight.com/doi/full/10.1108/IJRDM-08-2012-0084

Klaus, P. P., & Maklan, S. (2013). Towards a better measure of customerexperience. International Journal of Market Research, 55(2), 227-246. Retrievedfrom https://journals.sagepub.com/doi/abs/10.2501/IJMR-2013-021

Maklan, S., & Klaus, P. (2011). Customer experience: are we measuring the rightthings? International Journal of Market Research, 53(6), 771-772. Retrieved fromhttps://journals.sagepub.com/doi/abs/10.2501/IJMR-53-6-771-792

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L.A. (2009). Customer experience creation: Determinants, dynamics and managementstrategies. Journal of retailing, 85(1), 31-41.https://www.sciencedirect.com/science/article/pii/S0022435908000845