Question

What is the advantage to understanding the customer’s total experience for a brand such as Kyocera? Why is it more valuable for the Lexus managers themselves, rather than a market research firm, to interview customers in order to understand a customer’s total experience?

Answer 1

Understanding the customer's total experience allows brands to identify gaps and make improvements. Managers interviewing customers directly provides valuable insights tailored to the brand. This understanding helps build stronger customer relationships.

Step-by-step explanation:

Understanding the customer's total experience for a brand such as Kyocera is advantageous because it allows the brand to identify and address any gaps or issues in the customer journey. By understanding the customer's entire experience, Kyocera can make improvements to ensure customer satisfaction and loyalty.

Managers at Lexus interviewing customers themselves is more valuable than relying on a market research firm because it provides a direct and firsthand understanding of the customer's total experience. The managers can ask specific questions tailored to their brand and gain insights that may not be captured by a generic market research survey.

Overall, understanding the customer's total experience helps brands like Kyocera and Lexus make informed decisions to enhance their products and services and build stronger relationships with their customers.