Page 16 - JD-ID

CS Story

Getting to know CUSTOMER SERVICE
CUSTOMER CUSTOMER EXPERIENCE

· Reactive
· Cross
EXPERIENCE · Single functional
functional · Feelings
oriented
· Delivery of a ·
· KeepsKeeps
service before,
Customers
Customer Experience (CX) is an emotional during and Customers · Def nes the
Returning
Returning
experience created from each interaction/ post-purchase customer's entire
perception of the
touchpoint between customer and JD.ID. The · Problem · company
· Benef tsBenef ts
Customer
interaction involved every product and service oriented Customer · Proactive
And
And
available in JD.ID platform. · Resolving existing Company · Across the
Company
customer needs customer journey
According to CEI Report (2016), 86% of the · Single point
customers are willing to pay more to get in time · Attracts
+ Retain
better customer experience. In 2020, CX will
take the important role beyond price and
* Source: CEI Report, 2016; Barret, Jana 2017; Panwar, Tapish 2016;
product as the main characteristic of a brand. Finlay, Alan. 2018
JDers, sometimes purchasing a food voucher from app could spark confusion among
the customers. Let’s see one of the stories!

JDMAGZ · APRIL 2019
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