Customer experience is the delivery of the company promise to the customers. At these points
Customer Centricity and Innovation in Automotive Sales82when the company carries out interaction with the customers, there are different expectations thatcustomers have of the goods from a company (Constantinides, 2014). Therefore, when there areinteractions, the promises and expectations should be met to ensure a sustainable customerexperience. Notably, feedback from the customers enhances the assessment of the customerexperience. There are different relationships within the cycle of a company. The relationships withinthe company are both internal and external. The internal relationships are those between themanagement and the employees, while, external relationships include the company and thesuppliers. These two important factions ensure the customer experience is well administered atany point to interact with the customers. To attract the customers to carry out business with thecompany, the management and various stakeholders should encourage the positive relationshipof the companies (Gossieaux & Moran, 2010). Moreover, the companies should develop atransactional model of handling their services and better avenues of creating and administeringvalues to the consumers. Therefore, through the actions of the consumers and the organization,customer experience is achieved.Customer expectations with a population should be taken into consideration. Theexpected value creation for customers drives them to adopting a product from specificcompanies; therefore, ameliorating the expectations enhances the creation of better experiencefor the customers. In the satisfaction of the expectations of the customer, an entity deserves tohave the right model of carrying out value addition (Hearn, Foth & Gray, 2009). The quality ofthe products that the customers purchase should be well inculcated into profitable relationshipswhen purchased. Therefore, the use of the customers’ expectations to derive experience is anefficient model to address the systems in place for better organizational profitability.
Customer Centricity and Innovation in Automotive Sales83Once the desire of a consumer is properly fulfilled, the company will develop a framework,which will enhance the creation of better services for the company. Through these models, thereare different approaches made towards the inclusion of the customer feedback into the creationof future services. Costumer strategies also enhance the satisfaction of customers. When acustomer sees a product as const effective and of great value, the company has the rightexperience. The best quality that comes with a good pricing model encourages the purchase ofthe products by a wider group of consumers (Hearn, Foth & Gray, 2009). Therefore, the protocolof carrying out business stipulate that there should be better ways of enacting the processes,which are entailed in the value addition framework. The manner, which organization deliverstheir quality affects the overall need for the same product the next time.