Customer experience is the delivery of the company promise to the customers. At these points
Customer Centricity and Innovation in Automotive Sales
82
when the company carries out interaction with the customers, there are different expectations that
customers have of the goods from a company (Constantinides, 2014).
Therefore, when there are
interactions, the promises and expectations should be met to ensure a sustainable customer
experience. Notably, feedback from the customers enhances the assessment of the customer
experience.
There are different relationships within the cycle of a company. The relationships within
the company are both internal and external. The internal relationships are those between the
management and the employees, while, external relationships include the company and the
suppliers. These two important factions ensure the customer experience is well administered at
any point to interact with the customers. To attract the customers to carry out business with the
company, the management and various stakeholders should encourage the positive relationship
of the companies (Gossieaux & Moran, 2010). Moreover, the companies should develop a
transactional model of handling their services and better avenues of creating and administering
values 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. The
expected value creation for customers drives them to adopting a product from specific
companies; therefore, ameliorating the expectations enhances the creation of better experience
for the customers. In the satisfaction of the expectations of the customer, an entity deserves to
have the right model of carrying out value addition (Hearn, Foth & Gray, 2009). The quality of
the products that the customers purchase should be well inculcated into profitable relationships
when purchased. Therefore, the use of the customers’ expectations to derive experience is an
efficient model to address the systems in place for better organizational profitability.
Customer Centricity and Innovation in Automotive Sales
83
Once 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, there
are different approaches made towards the inclusion of the customer feedback into the creation
of future services. Costumer strategies also enhance the satisfaction of customers. When a
customer sees a product as const effective and of great value, the company has the right
experience. The best quality that comes with a good pricing model encourages the purchase of
the products by a wider group of consumers (Hearn, Foth & Gray, 2009). Therefore, the protocol
of 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 delivers
their quality affects the overall need for the same product the next time.
