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Essay on Customer Experience

The term “servicescape” refers to the geographical setting where services are exchanged. Before the consumer sets foot inside the establishment or engages in conversation with a staff member, it affects how they think about the location (Taylor, 2020). When it comes to achieving business success, the servicescape of a company is a crucial factor to consider. Two of the most significant roles are brand image and differentiation, facilitating social interactions, and being a social hub. As a general rule, facilitation refers to the process of making the purchasing and service delivery procedures as straightforward and practical as is possible, whereas socializing refers to the process of making interactions between customers and employees, as well as interactions between customers themselves, as simple and uncomplicated as is possible (Taylor, 2020). The first impression that clients receive of the service environment, also known as the brand image, differentiates the business from the competition and positions the company in a better position.

Individuals in the environment might perform better if they used the service-scape as a facilitator. It is vital to have a properly planned facility and fully functional facility to make the experience of using the service pleasurable for customers. On the other side, a poorly designed product may aggravate customers (Roy, Singh, Hope, Nguyen & Harrigan 2019). The servicescape layout will clarify where they are permitted and prohibited to go inside the facility. In business, it is essential to give careful consideration to the servicescape design since doing so stimulates contact between customers and employees, resulting in a better experience all around for everyone involved. When retail stores are too crowded, the mood of the shopping center as a whole might be negatively affected. Customers could benefit from crowding in some circumstances, such as during live concerts or athletic events, when it improves the overall experience of those in attendance (Roy, Singh, Hope, Nguyen & Harrigan 2019). The term “environment” refers to spreading pleasure via social contagion. People tend to congregate in places like cafés, pubs, and nightclubs because they like interacting with one another in these settings. Managers of a company need to be aware of how the appropriate level of social density shifts from one service interaction to the next. This affects the degree to which customers are satisfied with the service they received and their desire to use it again. Before developing a location that fosters more significant in-person interaction, a firm must first decide whether or not a social experience is essential to its clients (Roy, Singh, Hope, Nguyen & Harrigan 2019). This is a key step in the design process. Customers of other businesses, such as banks, doctors, and lawyers, may try to steer clear of one another whenever it is practical.

Using servicescape helps define a brand’s place in the market and set it apart from other companies in the same industry. One of the industries in which servicescape plays a big part in differentiating organizations from one another is the banking industry. Trust serves as the cornerstone upon which banking brands and enterprises are built (Jeon, Kim, Han, Huang & Kim 2021). The present and future customers of a banking brand may have an easier time placing their trust in the goods and services of the brand if the servicescapes seem more professional. A prospective customer will not doubt that banking with this brand is carried out in a manner that is both trustworthy and conducted professionally.

Like any other marketing effort, a successful servicescape seeks to shape how the general public perceives the organization it represents—because of this, selling the brand in the market is made simpler, especially to those consumers who believe it to be a good one (Jeon, Kim, Han, Huang & Kim 2021). The environment in which brands are served may influence purchasers’ perceptions of those brands even before the products themselves have been shown to them. It is essential to have a well-designed physical facility to differentiate oneself from the competition and communicate to potential customers who the intended audience is for a certain service. For instance, if the physical surroundings of a business were to be altered, the company’s position in the market may shift, and the business might gain new clients (Jeon, Kim, Han, Huang & Kim 2021). Customers who fall into a certain demographic may be identified based on the store’s color scheme and the music played there. The layout of the physical environment of a service organization’s many locations may also serve to differentiate one from another. It is common to practice in the hospitality industry for hotels to provide many levels of dining choices, each of which has its distinctive layout (Jeon, Kim, Han, Huang & Kim 2021). It is vital to understand why and how the effects develop and how they may be controlled, even from a strategic point of view, to make practical judgments on the architecture of the servicescape. This is so that one may make informed decisions.


A company’s activities to keep consumers coming back and increase its profitability are called customer retention. A business needs to implement customer retention methods to maximize the value of the current client base. Retaining customers has several advantages, both monetary and intangible (Alkitbi, Alshurideh, Al Kurdi & Salloum 2020). This strategy may enhance the long-term profitability and brand image of the organization.

It is expensive, time-consuming, and energy-intensive to acquire new clients. It’s not uncommon for a lead that an organization has been cultivating for weeks or even months to decide to go with a competition. Having a high rate of customer churn (customers who do not return after their first purchase) forces a business to seek new clients (Alkitbi, Alshurideh, Al Kurdi & Salloum 2020). The firm may save money in the long run by focusing on customer retention instead of attracting new customers and reducing the amount of money the business spends on advertising and attracting new consumers.

A customer’s purchase doesn’t mean the transaction is done. Not following up with consumers after the sale is one of the most common blunders firms make. Not only can these follow-up activities help the business keep customers, but they may also raise the current sales value. It’s important to keep in touch with the customers after they’ve bought a service from the company, especially if they’ve already upgraded their membership (Gao, Li, Fan & Jia 2021). If a consumer buys the goods, ask if they’d want to round off their purchase with a related item.

Because they know their clients, successful firms are excellent at what they do. As a result, they have a deep understanding of their consumer demographics and the issues they encounter, the emotions they experience, the amount of change they want to accomplish, and their willingness to purchase. Businesses must have this degree of knowledge to retain customers (Gao, Li, Fan & Jia 2021). In addition, this information is useful for retaining customers. The product development and customer care departments may both benefit from this approach.

Retaining customers is one of the most important aspects of running a successful company. Loyalty is formed when a consumer comes back to the company for the same goods and services. Because of this, they begin to suggest the company to their family, friends, and acquaintances in turn. In addition, customers may post good online evaluations, which serve as word-of-mouth marketing on the internet (Gao, Li, Fan & Jia 2021). The business may further lower the client acquisition costs by focusing on customer retention. Because of the way the business handles others, it will attract new clients.

The opposite of client retention is customer churn. Poor product quality, customer service, and special offers from rivals contribute to consumer dissatisfaction. It’s bad for any company to lose a client for whatever reason. The business may limit the number of customers that discontinue doing business by focusing on client retention techniques. Due to this strategy, there will be fewer bad reviews, both in-person and online (Alkitbi, Alshurideh, Al Kurdi & Salloum 2020). No matter how successful your company is, it is imperative that the business focus on customer retention as a top priority. Many businesses use strategies to keep consumers happy, such as tailoring their interactions with them and providing them with ways to submit feedback.


There are currently no Limited Time Discounts & Offers available. A business has to provide deals and discounts that are only available for a short period if it wants to maintain its consumers (Christodoulopoulou, 2018). They contribute to the development of a sense of urgency in the workplace. The use of limited-time deals and promotions has the added advantage of regularly reducing the amount of stock you have on hand.

Lack of segmentation. Many companies do not make an effort to divide their customer base in the most effective manner possible. If they do not correctly segment their data, they will not be able to get to know each of their customers individually. The discounts and product recommendations they provide may not be appropriate for a homemaker and mother of three in her forties, instead of someone interested in fitness and is 18 years old (Christodoulopoulou, 2018). Send an offer of buy one gets one free merchandise to your regular customers. On the other hand, this could not be the case for some more well-off customers. A business needs to divide the customers into several groups to cater to each of them with tailored goods and services.

Unhappy and dissatisfied customers. It is typical practice for a customer who joins a firm to be taken for granted once they have done so. Because they aren’t provided the attention they need, customers are left with the impression that they aren’t valued. A business needs to demonstrate more respect and thanks to its customers if the business want to maintain them as customers (Almohaimmeed, 2019). This displays both your respect for them as a one-of-a-kind individual and your profound care for the happiness and health of the other person. As a result, customers will be thinking about it for a very long time.

Increasing the level of competition. The level of competition is consistently becoming tougher. If the business do nothing to differentiate itself from its competitors, it risk losing customers. It’s unfortunate, but the business could decide to do business with one of the competitors who operate differently. If a business wants to be successful, doing research on the market and developing innovative products is necessary (Almohaimmeed, 2019). Because of this, the business will be able to maintain its already established clientele while also drawing in brand new customers.


Taylor Jr, S. (2020). The socially distant servicescape: An investigation of consumer preference’s during the re-opening phase. International journal of hospitality management91, 102692.

Roy, S. K., Singh, G., Hope, M., Nguyen, B., & Harrigan, P. (2019). The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation. Journal of Marketing Management35(15-16), 1480-1513.

Jeon, Y., Kim, D., Han, S., Huang, Y., & Kim, J. (2021). How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences. Sustainability13(11), 6414.

Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). Factors affect customer retention: A systematic review. In International Conference on Advanced Intelligent Systems and Informatics (pp. 656-667). Springer, Cham.

Gao, W., Li, W., Fan, H., & Jia, X. (2021). How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics. Journal of Retailing and Consumer Services60, 102487.

Christodoulopoulou, A. (2018). An Empirical Investigation of Customer Retention: Addressing Unique Challenges in Customer-Firm Relationships.

Almohaimmeed, B. (2019). Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention. Serbian Journal of Management14(2), 421-435.


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