Mankiw Laibson (as cited in mankiw ) “has suggested that psychological factors are important in understanding consumer behavior.” the cited authors clearly express the importance of the customer linked to the economy of nations which facilitates the connection with the concept of customer experience and its impact. Customer experience and return on investment since the s there has been debate about the focus on customer satisfaction carried out by market research companies but there were authors of the time such as bradley gale.
Who wanted to change the focus on customer value as explained in the book managing customer value by him. In fred reichheld appeared with an article in harvard business review and presented the net promoter score indicator today known as nps offering mobile app development service simplicity to the complexity of linking return on investment (roi) with the theory of experience. The client's. Fish d. (august ). A brief history of customer experience. Customerthink . Retrieved from From that moment on the profession of customer experience began to be promoted and payne et al. as cited in klaus ) promote the idea that the service experience goes beyond the construction of service quality.
By observing that the customer journey can precede the service encounter and continue after this. The review of these concepts surely sounds familiar to more than one but we keep it in mind in our strategies today in a vuca world where immediacy reigns and will depend on the organizational maturity of each company to take that firm and coherent step. What it takes to make a difference in the market. It is in our field to be the company they want to follow or to be the company that follows its competition setting our own pace and moving forward with a focus on.
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