Short and long term effects of customer experience; Can we make people happy?
Short andlong term effects of customer experience; Can we make people happy?
My blog will this week touch up on the VW crisis and how i think this will affect customer
experience.During the summer i was looking into changing car. I was at the time driving a VW Golf and
was quite happy with it. As i changed work i needed a new car. I could think
about several models from different manufacturers and ended making appointments
in order to test them before making the purchase.
After testing out a number of cars i ended up buying a Audi. Why first of all they
gave a very good first impression and most of all i felt that they had done
more than necessary to give me a good deal.
So how did the VW scandal with manipulating with the co2 effect me and my positive feeling
of the purchase?
Well i would like to say that it has given me a negative feeling for the car, but it
has not. Why? Do i like people whom cheat or whom is not taking responsible for
the environment, no absolute not! On the contrary i think that the ones
responsible should take their punishment and also pay back their big bonuses!
The simple answer is that my positive emotions from the purchase and how i view
the brand when it comes to driving experiences and safety is still intact. What
could then make me change my mind and my emotions in the long term? I guess
that should there be any mechanical problem driving the car or other direct
effects concerning me directly could change my mind...
So ending up this weeks blog; have the purchase made me happy?
In the short term it has:-) It's new and the the car still smells new! I really
like driving it, i enjoy every second in the car! Will it make me happy in the long term when it gets older and doesn't
smell new? Probably not listening to customer wellbeeing by Lars E Olsson on the course homepage , i guess i would have been better of buying an experience instead!