First, Galloway customer experience theory support

“The ultimate customer experience” is the word that everyone talks the most. However, how to achieve the ultimate customer experience, most companies are still stuck in the concept and slogan. Galloway provides a systematic approach to customer experience management from the definition of customer experience measurement indicators - customer interaction process implementation - commitment mechanism / assessment mechanism. The ultimate customer experience can also be managed scientifically!

Customer Satisfaction = Customer Experience - Customer Expectations "Philip Kotler, the father of modern marketing, believes that customer satisfaction" means that a person compares his perceived value with a product by comparing his perceived value with his expectations. The perceived state of pleasure or disappointment, the level of customer satisfaction is a function of the difference between the perceived and expected values. Therefore, according to the definition, to improve customer satisfaction, it is very important to reduce the gap between customer experience and customer expectations.

First, clarify the customer contact process. By combing the customer contact process, on the one hand, we can grasp the whole process of the customer from the initial contact with the company information to the final use of the company's products or the abandonment of the company's products. On the other hand, we can find out the key points in the process by combing the customer contact process. Customer touch points, which are the interaction scenarios that give customers a sense.

The second is to define customer perceptions and expectations. After clarifying the contact process, it is necessary to clarify the customer's perceived content through customer interviews and research methods, and to understand the customer's perceived status and expectations. The determination of customer perceived expectations can define customer minimum expectations by analyzing customer perceptions of competitors and industry leaders.

The last is to clearly improve the direction. The clear direction of improvement needs to first distinguish the importance of each perception point to the customer's impact, which can be carried out through the customer survey described above, and then comprehensively evaluate customer expectations, enterprise capabilities, ROI (return on investment), and experience around important perceptions. Experience (we can provide the best experience for our customers), and further clarify the direction and goals of customer experience improvement based on the perceived status quo, and develop improvement strategies (including which perception points, improvement goals, key initiatives, etc.).

As far as the current lifestyle is concerned, the single style can no longer meet the needs of the market. Consumers will choose the style products they need according to their own lifestyles. Diversified home aesthetics appear in different home consumption, and they also force furniture companies. Make adjustments in a timely manner to address the individual needs of the overall home solution to meet the market. The general manager of a home experience museum said: "The diversification trend of new consumer demand is destined to break the traditional home decoration mode. Our home experience museum abandons the decoration traps in traditional home decoration that make consumers unable to prevent and the troubles of decoration that plague consumers. Carefully create value-for-money one-stop home solutions, 26 sets of different styles of real-life model rooms, let consumers realize the new dream of home dreams, spend the least money, the best home." It is reported that Galloway started To create a one-stop standardized intelligent home experience pavilion, its decoration mode will bring more convenience, convenience, convenience and leisure experience to customers. In order to meet the individual needs of customers, we are also committed to industrial process, module integration, eco-friendly, intelligent decoration and network integration. One-stop standardized intelligent home integration decoration service.

Second, the Galloway customer experience project implementation plan:

Compared to other experiences, the furniture experience has its own characteristics and skills. In addition to the basic theoretical knowledge, learning in practice is also crucial. Practice is an important part of the customer experience. Only in practice, the artist's various beautiful shapes and ideas can be continuously improved and finally realized. The customer experience starts from the experience of experience and practice, intuitively and systematically experiencing various knowledge about furniture products, and experiencing the happiness brought by furniture design in real life. Furniture consists of materials, structures, appearances and functions. Simply put, the function is the leader, the structure is the trunk, and the appearance form has certain constraints and influences on the function and structure. The experience staff will explain the relationship between the four from different perspectives and how to integrate them well in the experience.

The characteristics of the furniture customer experience

1. Functionality. The function of a piece of furniture is quite important, and it must be able to reflect the value of its existence. If it is a chair, it must be able to keep your hips out of the ground. If it's a bed, it will definitely let you sit on it, and it will let you lie on it. The meaning of a functional function is that the furniture contains a generally acceptable purpose that is acceptable.

2, comfort. A piece of furniture must not only have the functions it deserves, but must also have considerable comfort. A stone allows you to sit down on the ground, but it is neither comfortable nor convenient, but the sofa is just the opposite. If you want to rest in bed all night, bed and mattress must have enough height, support and comfort to ensure this.

3. Durability. A piece of furniture should be able to be used for a long time, but the life of each piece of furniture is not the same, because this is closely related to their main function. For example, lounge chairs and picnic tables are outdoor furniture that are not expected to be as durable as drawer panels, nor can they be compared to a lightstand that you wish to leave for future generations.

4, beautiful. Durability is often seen as the only manifestation of quality. However, in fact, the quality of a piece of furniture is closely related to the perfect embodiment of each goal in the experience. It includes another goal that will be mentioned next: beauty. If it is a mattress that is very durable and ugly, or a mattress that is extremely uncomfortable, it is not a high quality mattress.

Third, the Galloway customer experience project implementation

 1. Emotional experience

Design is the expression of emotion, and it is the return of human nature. Hong Kong interior design celebrity Gao Wen'an once said: "The most important thing in interior design is the pursuit of space affinity." His design has no fixed style, but is open and transparent. People are different from other creatures because they can express their emotions. Similarly, furniture design is also alive, a good furniture design can not be separated from the feedback of the customer experience, although not self-speaking, it is the designer's emotional confession and the intuitive expression of the customer experience. The furniture experience process will reduce the complexity of the furniture layout, more functional understanding and spiritual thinking. More and more designers are paying attention to the original expressiveness of furniture, helping people's emotions to be trusted in the use of furniture.

Furniture design and experience, as well as the use of various materials, should be devoted to creating a pleasant atmosphere in which people can relax and cultivate their tastes. In the case that the appearance of the furniture has been fixed, the customer suggests feedback in the process of experience should pay attention to diversified and complex cooperation. At the same time, the application of healthy ecological technology is the basic requirement of the new generation of furniture experience. It is a combination of material and function, space, and experience. This is a relatively high level and is also the basic requirement that the furniture experience should meet. .

2. Technology and health experience

With the development of modern technology, there are quite a lot of modern equipment available. It can use all modern technology in the furniture experience to achieve the best eco-friendly, sound, light, color and shape matching effect, achieving high speed and high efficiency. , high environmentally friendly living space. At the same time, with the development of the Internet, the furniture experience based on the Internet continues to appear in people's lives, and has become an indispensable part of the information age. Because of the involvement of technology, the use of furniture has become more and more simple and convenient, and it has brought more fun and health. People have received the pleasure of experience that they have never had before, and they are not tired of it.

3, personalized experience

Industrial production has created a wealth of material while leaving a consistent product. The same furniture, similar styles and styles create a homogenization deadlock, but it is in this stalemate that individualized needs are quietly emerging and are becoming popular keywords. If you introduce nature into the furniture experience, use bevel, slash, or curve decoration to make changes, use color, drawings, patterns to expand the space, etc., multi-color mix and match is also in pursuit of personalized furniture experience.

4. Experience the significance and development trend in the sales of furniture

With the advancement of the times, the modern furniture market has gradually developed into an all-round way. In addition to meeting basic behavioral needs in the lives of people in the market, furniture has been slowly given various unique roles. At the same time, the use of new materials in the furniture industry can be said to be “another spring” in the furniture industry. On this basis, the new experience forms are more presented by Galloway designers, visually and tactilely. There have been new breakthroughs. It is precisely because of the existence of the experience that the relationship between furniture and people and the environment becomes more natural, harmonious and unified.