Seratti Group

Customer experience is created from multiple points of view: the company, the customer and the context.

The Seratti Group acknowledges the importance of understanding each perspective and how these perspectives influence one another.

Company

This point of view represents how a product or service is seen from the perspective of the internal stakeholders: the inventors, the marketers, the customer service representatives, etc.

Customer

This point of view represents how a product or service is seen from the perspective of the actual or potential end user.

Context

This point of view represents how a product or service is experienced as part of the broader context. For example, how the product or service compares to its competitors.



Framework Approach Context Perspective	Customer experience is created from multiple points of view: the company, the customer and the context. The Seratti Group acknowledges the importance of understanding each perspective and how these perspectives influence one another. Company This point of view represents how a product or service is seen from the perspective of the internal stakeholders: the inventors, the marketers, the customer service representatives, etc. Customer This point of view represents how a product or service is seen from the perspective of the actual or potential end user. Context This point of view represents how a product or service is experienced as part of the broader context. For example, how the product or service compares to its competitors.