Abstract
We consider client experience on projects. The topic of customer experience is receiving a lot of interest in marketing. It is believed that vendors that manage customer experience achieve better results than those who do not. All the work to date has been done in retail. We consider the nature of client experience on projects. Nobody has previously research client experience on projects, but several authors have written on issues relevant to the topic. We review that literature. We have interviewed five clients who have experience of interacting with contractors on projects. We report the results. We find that clients on projects have similar experiences to customers in retail. But on projects the client controls the interactions whereas in retail it is the vendor that controls the interactions. We suggest that on projects we should also consider contractor experience. Also on projects, maintaining interaction between the client and contractors leads to better performance.
Highlights
Customer experience is a topic generating interest in the marketing literature, (Lemon and Verhoef, 2016)
A significant difference that emerges between retail and projects is that whereas in retail it is the vendor that controls the customer experience, on projects it is the client that man ages the contact journey with the contractors
We reviewed what has been written about client experience on projects in the three main project management journals over the past six years
Summary
Customer experience is a topic generating interest in the marketing literature, (Lemon and Verhoef, 2016). A significant difference that emerges between retail and projects is that whereas in retail it is the vendor that controls the customer experience, on projects it is the client that man ages the contact journey with the contractors. Both the client and con tractors have experiences at the touchpoints through that contact journey. In retail it is the customer’s satisfaction and loyalty that is at risk if they have bad ex periences. The contractor’s experiences are a topic for future research
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