1002

Problem

When a company buys a high-end document processor from Xerox or Canon, it is buying a physical product with a bundle of associated services. Describe some of the services that might be associated with such a product. Develop a list of the elements or points of interaction that might be reflected in a customer experience map. How can buyers evaluate the quality or value of these services?

Step-by-step solution

Show all steps

Step 1/2

The impression that a customer has on a specific brand on a whole aspect throughout the journey of a buyer is known as a customer experience. The main outcome of the customer experience is their view about the particular brand and this might have an impact on various factors that are related to the bottom line that is inclusive of the revenue.

Step 2/2

A significant service that is linked with Company X or Company C might offer to their customers would be the training that they provide to the customers and the employees on the way to utilize their equipment in a proper way and also to make use of the equipment’s special features. It would also be significant for these companies to provide timely and efficient service recovery programs at the time when it is necessary for a machine to undergo a repairing process or if there is a breakdown. The potential end-users might gather the information that are related to quality and value of these company’s services from their present customers.