Improving the customer experience through the implementation of a co-creation approach with the customer in the water and electricity equipment company

The water and electricity equipment company is active in the field of infrastructure related to production and technical inspection, equipment of water supply networks, dams and power plants, which is currently planning and establishing an approach to improve customer experience. to be The purpose of the current research is to improve the customer experience through the design and implementation of the co-creation approach with the customer in this company.

This research is practical and a qualitative approach is used to collect information, library and archival document review methods, observation and interviews are used. The main research strategy is action research, which has been repeated twice in the current research process with the aim of consolidating the learning from the research. The statistical population of the research was experts and managers related to the customer field in the company. Judgmental sampling method has been used for sampling.

The planning and implementation of the value co-creation approach encourages customers to provide timely and effective feedback to suppliers' actions, so that by promoting organizational agility, they can speed up the identification and timely response to problems and Related issues will ultimately improve the performance of the entire company.

Considering the importance of the issue, the implementation of the joint creation approach with customers has been investigated and implemented in order to improve customer experience management.