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The aim of the article is to show a way to measure the economic value of design using system dynamic modeling of key processes in an organization. The article fully accepts the complexity of the concept of design and opens up the possibility for employing system dynamics in design value measuring. The definition of design is given as an integral concept for which it is difficult to find a benchmark. The sequential explanatory method was chosen to solve the research problem. Qualitative data is collected first and it is recorded and examined. After that the data is transformed into numeric values and taken for quantitative evaluation in a system dynamic model. The connection of qualitative research data in a tool for quantitative evaluation allows an original interpretation of relationships that have been obtained and are collected only as qualitative data. Qualitative data collection is based on the visualization of a new definition of design: Design is an integration of functional, distribution, emotional and social experience of the customer. The questionnaire is in the form of Design Value Canvas and is used to determine the initial Design Value Algorithm (DVA) coefficient. As an external parameter, the DVA coefficient influences the development of the number of customers and their willingness to order the company’s products in the system dynamic model. The main result is the finding that an investment in design, which is confronted with customer preferences, fundamentally changes the economic parameters of business. Economic benefits of a design change in a company are always influenced by a strategic decision made by the entrepreneur who has to know the behaviour of their customers and to correctly choose the field of design in which it pays to invest. © 2021, Technical University of Liberec. All rights reserved., Technology Agency of the Czech Republic, TACR

Cíl článku: Záměrem tohoto článku je ověřit a analyzovat vzájemnou závislost tří potenciálních faktorů úspěchů firem, jimiž jsou zákaznická zkušenost, tvorba hodnoty a born globals, v nejvíce citovaných vědeckých článcích vydaných v letech 2015 a 2016 a indexovaných databází Web of Science. Metodologie: Tento článek je založen na sběru a analýze vědeckých článků týkajících se zákaznické zkušenosti, tvorby hodnoty, born globals a případové studii v oblasti born globals. Vědecký cíl: Cílem tohoto článku je zjistit, do jaké míry jsou faktory zákaznické zkušenosti, tvorby hodnoty a born globals považovány za faktory úspěchů a jak jsou spolu spojovány ve vědeckých publikacích. Zjištění: Analýza literatury odhalila úzkou spojitost oblasti tvorby hodnoty se zákaznickou zkušeností a potvrdila jejích významnost pro úspěch a konkurenceschopnost firem. Firmy born globals skrze své identifikované vnitřní a vnější faktory by naopak mohly z kombinace těchto oblastí těžit pro posílení svého postavení na globálním trhu. Závěr: Zákaznická zkušenost a tvorba hodnoty vykazují povahu faktorů úspěchu a několikero vzájemných styčných bodů jako soustředění na zákazníka, překonání jeho očekávání nebo vliv jejich řízení na spokojenost, retenci a loajalitu zákazníků. Zákaznická zkušenost, stejně jako tvorba hodnoty, vztahuje do svého konceptu tvorbu hodnotu a vytváří tak prostor pro další výzkum zaměřený na jejich synergii. Prostor pro další výzkum taktéž poskytuje využití této synergie firmami born globals pro podporu diferenciaci a konkurenceschopnosti.

If the e-shop wants to have loyal customers, they have to begin actively build the relationship with them. This master thesis discusses the methods by which can e-shop start working on building a strong customer relationship and put it in the context of modern trends in online marketing and current advanced communication technologies. Customer lifecycle optimisation which is closely related with data analysis, communication, online marketing and business process improving is not yet very known topic in the Czech Republic. It is so despite the methods aren't difficult to learn new tools or other entry barriers. Master thesis should provide the e-shop owners and their marketers with comprehensive guide how to apply the knowledge about the customer lifecycle to their e-shop.

This thesis focuses on the topic of emotions, which are connected with customer experience. Customer experience related to specific shop visited. Emotions are measured by marketing method emotional journey, through which the author shows which emotions are felt, with what frequency and intensity, what causes these emotions and what are difference between sociodemographic and other indicators in connection with these emotions. Theoretical and methodological part of the thesis is focused on the wider context connected with the induction of customers emotions and the influence of these emotion on the overall customer experience of used service. Results of the survey shows interconnection between emotions and index NPS (specifically categories of NPS index - neutrals, promoters, detractors) and results also how the importance of final farewell. Results also shows problems associated with using of method emotional journey, like the suitability of some emotions or understanding of meaning of some emotions by customers. Data were collected through mystery shopping method, which is commonly used for measuring of customer experience, and also data were collected through interviews with mystery shoppers.

The focus of this thesis is on the readiness of banks for the transition to digital banking. Its goal is to present current trends that influence development of retail banking, the definition of digital banking and design recommendations for banks for developing the business model based on the analysis of banks competitors, qualitative research with customers, workshop with bank employees and analysis of customers life which will leats to simplification of the life of the customer so that they are ready for the transition to digital banking which will enable them to increase customers loyalty and prevent a decrease in revenues.