What to expect from Module 3 ?

Module 3 is already there and I’m a little behind schedule. My job is really challenging right now and I hope I’ll be able to keep up with the pace of this MOOC !

I hope module 3 will help me understand how one can act on someone’s satisfaction or expectations. I hope that by the end of this module I end up with a full range on tactics to apply according to customers’ characteristics.

In my every day life at work it should help me write in a more persuasive way and so satisfy and delight my users.

On a bigger picture I hope it will help me implement tactics to enhance retention and participation in our training programs.

Talk to you soon !

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Customer experience and happiness

Well, first of all, what is happiness ? To me, it’s kind of a long-term state during which you overall feel very positive about your life. You are able to fulfil your needs and prepared to deal with every situation in a positive way. That’s what I’ll mean when I’ll write “happiness” in this post.

If you have a good customer experience it might contribute to your happiness, it might fuel the positive spiral you’re in. But if you’re already happy I don’t think a single bad customer experience will make you miserable (that would be weird, right?).

On the other hand, customer experiences can definitively play on your mood. For instance, a few weeks ago, I was getting ready to have a great breakfast. When I opened my box of cereals, a nice “Hello!” was written inside. It made me feel even more positive and I thought it was a nice touch from this brand. But in the long-term it will probably have no effect on me (except maybe making me more loyal to the brand).

In a nutshell I think that customer experiences can make your mood better or worse but can’t have a real impact on your overall happiness.

But maybe it’s only because right now I can’t think of a customer experience that can really have a long-term impact on your life. Can you think of any ?

What about module 2 ?

I’m a little late and time has come to say if module 2 matched my expectations !

I hope I will learn how the customer’s mind works when faced to a product or service experience, what happens before, while and after the actual experience.

I was hoping to learn how the customer’s mind worked before, while and after the purchase experience. Module delivered thanks to the introduction of the disconfirmation model, explaining how expectations (before) and performance (while) get confronted to form a level of satisfaction (after).

I learned a lot about how the mind worked thanks to the videos dedicated to emotions and the subjective wellbeing as well.

I hope this module will also provide insights about individual perspectives that could lead to a different perception of the experience such as maybe socio-economic environment, the degree to which the customer is used to this kind of product or service or even the customer’s standards of quality.

I was delighted to learn that what I initally assumed was not right. Now I know that the main components that affect a customer’s tendency to be satisfied are genetics / personality and activities, outweighing socio-economic factors.

On the other hand I was kind of on the right track assuming that past experiences and perception of quality (or cues of quality) had an impact on satisfaction (well done me).

Since the subject is new for me I mostly expected theoritical content that I could apply after to real life situations. Knowing the course was given by a university made me think that a high level of theory would be there and on that point I haven’t been disppointed 🙂

Quality and emotions : two sides of customer experience

Side note : I originally added this post as a new page and not as an article, therefore it must not have been visible from the course website, sorry about that

As a startup providing online courses for professionals the company I work for focuses a lot on quality : quality of the contents, quality of the technology our website uses to run, quality of the interface design. I guess this is so because quality seems a lot more tangible than emotions so maybe it’s easier to focus on at first.

However we realised we didn’t know our users (the learners) and our customers (HR departments) that well. We do provide satisfaction questionnaires and we know what part of our training sessions could be improved but we don’t know precisely what the context of our users and customers is and we don’t really know how to improve what could be improved.

Having just learnt how important emotions are in the customer experience, I guess this should be our next step. Not trying to put words on each emotion of all our users but at first trying to really undertand their contexts and then be more and more precise in the definition of these contexts until we can reach the emotions.

Maybe we wil discover that the quality standards we are focusing on are irrelevant to them, or at least don’t matter as much as other elements we don’t consider yet as important. Maybe we don’t really know what a good training session is. Maybe we’re lacking something very obvious to our users.

Whatever we learn from this user research, I’m looking forward to discover more 🙂

What to expect from Module 2…

Time flies and Module 2 is already here !

I must admit I haven’t had the time to take a look at all the videos this week but I’m looking forward to do so. My expectations will thus be based on on two very simple things : the module’s title and its introductory text 🙂

From this module I hope I will learn how the customer’s mind works when faced to a product or service experience, what happens before, while and after the actual experience. What factors shape this experience and what are the predominant ones (unless thay all depend on each other).

All customers don’t have the same experience of a same product or service even though trends can be osberved (for example, take a look at the ratings here).

I hope this module will also provide insights about individual perspectives that could lead to a different perception of the experience such as maybe socio-economic environment, the degree to which the customer is used to this kind of product or service or even the customer’s standards of quality.

Learning all this would help me focusing my efforts on the right things in my company. Since we are a startup we need to go fast and being able to see where the most important areas of work are would help us do this !

It’s alway a good exercise to write about what you’d like to learn from a certain course because it helps you define your objectives and be more efficient. But I admit I’d also like this module to surprise me by introducing ideas that I wouldn’t have anticipated at all !

Time to dig into it, talk to you soon !

Nice to meet you :)

Hello there !

I’m Charlotte and I live in Lyon, France. cropped-charlotte1-11.jpgI’ve been in a Customer Support position for almost a year and I’d like to have a bigger impact on the company I’m working for. So I thought that getting knowledge about how customer experience is defined and how it can be acted on would be a great start 🙂

A bit of context about my company : it provides online courses for professionals. So we basically have 3 types of customers : course participants, HR managers and teachers. This makes 3 types of customers to understand !

As I’m working in the product team, I’m particularly interested in topics that are close to design like customer’s emotions and how to act on them via the interactions we set up !

This field is kind of new for me so my expectations are to have a better understanding of this subject and to be able to have ideas that would enhance the customer experience in my company.

Looking forward to start the course and exchange with other students 🙂