Hello everyone.
It is Senzaki of Dialogue Platform Asia, Inc.
We are supporting for “building hypotheses" necessary to solve your problems.
Last time, we focused on the touch points before purchase (TVCM · HP · store etc.).
In this time, we will focus on those after purchase (Before, During, After using product or service).
Evaluation continues
"The packaging is hard and the seal is hard to open. My fingers hurt."(Before using)
"When cooking, I’m worried that this plastic package will fall down."(During using)"
(To customer service) Being finally connected, disappointing manner."(After using)
They are the voices of customers who switched to other brands after using products and services.
Emotion⇄Function
Customers embrace the actual appearance and image to use, then select the products or services.
Expanding expectations, they are in contact with products or services.
It is always evaluated until it is used after being opened and discarded.
In this series of consumption journey, the "Cycle of Emotion and Function" begins.
Emotion? Function?
Simply defined each that it will be "Emotion = likes・dislikes, Function = Usable · Unusable".
Customers evaluate products and services from both sides of Emotion & Function at every touchpoint.
As to the example at the beginning, the moment the customer leaves is very delicate.
This is a result of wonderful planning and development of the products or services by all of you.
On the other hand, saturation of the market creates the shift from things to experience.
Therefore, the point of view for emotion and function will be more and more important.
If you are interested in this theme, please contact us in your convenience.(Please click here!)
Thank you very much for reading by end this time.
For everyone and your family, please turn to self-esteem.