Customer Experience In High-End Automobile Segments: A Nexa Study

Abstract

ABSTRACT:

Purpose: The aim of this study on the topic “Customer experience in premium segments of automobile industry- A study on Nexa Trivandrum”. This study was conducted in the Nexa showroom for the past 1 one month. Since this was a project in the marketing domain, this study was carried out on Nexa showroom.

Theoretical framework:  This project was conducted in order to find out what the management expects to provide their customer and what the customers actually feel about the experience that they obtain from the showroom.

Design/methodology/approach:  In other words, it can be defined as the extent up to which the efforts taken by the company is successful. And if not successful, the ways by which they can improve.

Findings:  Customer experience can we defined as the sum total of customers perceptions and feelings resulting from the interactions with a brand’s products and services. A company can improve customer experience by listening to customers and identify what they value the most and providing it.

Research, Practical & Social implications:  One of the best ways by which this can be identified is to take feedback from existing customers. Analyzing customer experience is A buyer-centric approach in order to provide the customers the key elements that they prefer. A good customer experience leads to emergence of loyal customers which in turn leads to higher profits to the company. As customer experience increases, the existing customers will refer or recommend the products or services provided by the company to other people.

Originality/value:  In this study to find out the customer experience of next customers, a survey was conducted and responses were obtained using a questionnaire. Later this data was analyzed using statical techniques like Chi square and Net promotors score. Thus, the results obtained will be useful for the company to further increase their customer experience.