Kiwi Experience
What is Kiwi Experience?
- Adventure transport network
- Located in New Zealand
- Pioneer in the industry
- Target market is backpackers and the young adventurous type
- A true 'experience'
Co-Creation
Levels of Participation
- Low - Employees do all work and standardize service
- Medium - Customers have limited involvement
- High: Customers work together with producer
- A business strategy that focuses on customer experience and interactive relationships.
- Customer provides resources or action to produce service
Your Experiences?
How does K.E create the experience?
- Drivers "The drivers make or break the experience"
- Selection process
- Experience
- Personality
- Customers
- Interaction
- Market research
What is one of the most important parts of co-creation?
1. Collect Information about common failures
2.Identify the root of the failure
3. Create strategies to avoid failure (i.e customer citizenship)
How to avoid failure
How do people, processes and delivery overlap within K.E?
| People and Delivery | People and Processes | Process and Delivery | People, Processes and Delivery |
|---|---|---|---|
| Similar interests Meet new people Activities Routes |
Advertisement: Word of mouth | Pricing premium | Hiring process: very strict and selective |
“Drivers are the single most important people in our company”
Benefits to Co-Creation.
-
Increase customer satisfaction
-
Increase Productivity
-
Increase referrals
-
Increase likelihood of customer expectations being met
What were the ways that Kiwi Experience maintain customer focus?
What are the elements that create ambience in regards to servicescape?
Name strategies that companies employ to co-create and experience?
Fast Money Round
