DoWell Research UX Blog

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Just 10% of brands in the UK excel at customer experience #cx

Reports show that improving hashtag # CX and product hashtag # innovation are the right strategy for Global brands to improve customer loyalty. hashtag # ux hashtag # research hashtag # uk hashtag # germany hashtag # singapore hashtag # usa hashtag # scandinavia hashtag # tech hashtag # automotive https://www.marketingweek.com/brands-excel-customer-experience-nps/

Innovation Round Table 2019 experience journey #irsummit2019

The #irsummit2019 was a rewarding experience. A great journey with diversity of topics, experience sharing, discussions, solutions and innovation challenges. Overall, its given a waterfall of knowledge to process. #ux #openinnovation #designthinking #livinglab #germany #singapore #uk #usa #scandinavia Click on this video link for details > https://www.youtube.com/watch?v=YLB_ZfIQgBA

The fastest growing #brands are the ones who are innovating for their #Customers.

The fastest growing brands are the ones who are innovating for their hashtag # Customers hashtag # ux hashtag # cx hashtag # innovation hashtag # germany hashtag # singapore hashtag # uk hashtag # scandinavia hashtag # followme Click here > https://www.visualcapitalist.com/technology-companies-eating-brand/

DoWell Living Lab- - #UX research by use of smart technologies for #designthinking, #openInnovation, Agile & product development.

DoWell Living Lab does hashtag # UX for projects in hashtag # openinnovation journey to evaluate each sprint of innovation, hashtag # designthinking stage gates to test iterations, hashtag # productdevelopment based on circular economy systems thinking, inclusive design for mankind, agile development for future, system 1 & 2 thinking of customers and customers’ customers hashtag # irr19 hashtag # uxlivinglab hashtag # usa hashtag # uk hashtag # germany hashtag # scandinavia hashtag # singapore Click for details > https://www.youtube.com/watch?v=-R06R373bN4

Integrating online and offline customer experiences In #Retail

Research can give the feedback on hashtag customer experiences with new technology during their purchase journey. hashtag # cx hashtag # ux hashtag # innovation hashtag # retail hashtag # USA hashtag # singapore hashtag #uk # germany hashtag # scandinavia hashtag # irr19 Click > https://cnalifestyle.channelnewsasia.com/singtel/is-retail-dead-not-if-it-is-smart-and-ever-evolving-12012568

Measurement of customer satisfaction in marketing research

We can measure customer satisfaction level of marketing research projects using PZB model. According to Parasuraman, Zeithaml and Beiry (PZB) model, Perceived Service Quality = Perceived Service - Expected Service . Based on their research work, they identified that customers consider five dimensions in their assessment of service quality which results customer satisfaction, as given below: Reliability: Ability to perform the promised service dependably and accurately Responsiveness: Willingness to help customers and provide prompt service Assurance: Employee's knowledge and courtesy and their ability to inspire trust and confidence. Empathy: Caring, individualised attention given to customers Tangibles: Appearance of physical facilities, equipment, personnel and written materials Scale can be developed for these attributes and weightage to be assigned. Then use an empirical model to calculate Perceived service. Assume...