Customer Experience Management: Positive and Negative Experiences with Samsung and Nokia

CUSTOMER EXPERIENCE MANAGEMENT
CUSTOMER EXPERIENCE MANAGEMENT

CUSTOMER EXPERIENCE MANAGEMENT
Table of Contents
Introduction......................................................................................................................................2
Experience with Samsung (positive experience).........................................................................2
Touch points............................................................................................................................3
Experience with Nokia (Negative experiences)..........................................................................4
Touch points............................................................................................................................4
Customer journey Actions...............................................................................................................5
Conclusion.......................................................................................................................................6
References........................................................................................................................................7
Appendix..........................................................................................................................................9
Proto-persona diagram (Samsung Company)..............................................................................9
Proto-persona diagram (Honda Company)................................................................................10

CUSTOMER EXPERIENCE MANAGEMENT
Introduction
The key aim of this study is to examine the overall customer experience
which is linked with the research matter. I increased my knowledge about positive
and negative consumer experience of particular consumers towards Samsung and
Nokia. This study considers the depth evaluation of experience with two brands
which associates with favourable experience as well as unfavourable experience
with another brand. In this study, the customer journey and CEM concepts is used
in collecting depth information towards the organization. For completing this
study, I chosen Samsung and Nokia consumer for obtaining their positive as well
as negative experience of them. It would be imperative in taking the decision to
take purchasing decision towards the organization.
Experiences
Experience with Samsung (positive experience)
Samsung is a well known organization which provides innovative good with
vital services in market. I purchased Samsung mobile to provide it as a gift to
others. I analyzed that person was very happy who got this brand. When I booked
phone, I informed the employees who handle me that I purchased it for my sister
on the account of their birthday. I also observed the organization has given value to
its consumers. I got my gift before the time that was very interesting for me. I have
received a confirmation mail before delivering the product as well as after delivery

CUSTOMER EXPERIENCE MANAGEMENT
of product as it feels good to be caused by getting higher benefits. The staff
member provides depth knowledge about the product that was also provided by a
person who got gift. After taking the buying decision, I concern individuals got
different benefits of goods and services that entail product features, camera,
battery, internal storage, and display.
Touchpoints
Impressive employee
The employees of the organization could provide depth knowledge to its
consumers. It is also founded that brad service is quick as compared to others. It
would also increase customer trust and loyalty (Blázquez, 2014). The employee of
Samsung made emotional connections to consumers caused by brand is higher
preferable by consumers. An employee also solves issue of the consumers in the
least time. It would also affect the overall growth of the organization (Srivastava &
Kaul, 2014).
Effective service with product features
It is also observed that this organization has delivered higher feature goods
and services. The brand is capable of delivering enhanced service which entails
prompt delivery of goods with higher quality (Jain, Aagja, & Bagdare, 2017). It is
also observed that looks, design, and features of goods. It could contribute