Village Volvo and Xpresso Lube

4. Village Volvo

The delivery process ; Professional service

The nature of the service ; tangible actions directed at the people as well as their possessions..

The relationship with customers ; High contact with customer, customer engagement is high.

Customization and judgment ; ensure service quality ,very high

The nature of demand and supply ; Peak demands can be easly met without major delay

The method of service delivery ; customer travels to service outlet

5. Xpresso Lube

The delivery process ; Professional service

The nature of the service act ; tangible actions directed at the people as well as their possessions.

The relationship with customers ; discrete transaction, no formal relationship

Customization and judgment ; highly customized sevice characteristics, medium level judgments by customer contacts

The nature of demand and supply; demand fluctuation over time is low, peak demand can usually be met without major delay

The method of service; only single site service outlet, customer travels to service firm

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Respectively : A commodity business charges for undifferentiated products. A goods business charges for distinctive, tangible things. A service business charges for the activities you perform. The last one -experience business- charges for the feeling customers get by engaging it. Today the brands must go beyond being only supplier of products or sevices and establish new relationships with customers different from buying and selling relationship. In experience economy brands should primarily know what customers want in their life, how my brand contribute to aim of my cusyomers, how can we support them. The new relationships should include these things. As people all know people's expectations from a restaurant is not just food. Eating yogurt at home with the family is not only a milky food request. The cars we drive, they are not only tools that shuttles us from one place to other pace . Reasons behind a woman's solitaire request are rich enough to write a novel on them. Every person have a destination that is wanted to reach in their life. Therefore in experience ecoonomy brands should discover the purpose of customers and should offer solutions that will help them on their lives. So companies stage meaningful events to engage customers in a memorable and personal way.