Client experience on projects

• Main Author: Rodney Turner
• Format: Article
• Language: English
• Published: Elsevier 2021-12-01
• Series: Project Leadership and Society
• Subjects: Relationship; Reliability; Offering; Interaction; Value; Cognitive response
• Online Access: http://www.sciencedirect.com/science/article/pii/S2666721521000193

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.