BIZ104 Customer Experience Management
Added on 2020-05-11
8 Pages1433 Words138 Views
Running head: TWO PRODUCT EXPIRIENCESTwo Product Expiriences Name of the Student:Name of the University:Author Note:
1TWO PRODUCT EXPIRIENCESPositive customer experience yields customer satisfaction and loyalty to businessorganisations, which pave way to their market success. This necessitates the multinationalcompanies, especially the service provider companies to take into account the customerperspective while designing their products to generate customer satisfaction and earncustomer loyalty. However, not all service providers create positive customer experienceswhile others succeed in providing superior services to the consumers and creating goodexperiences in their mind (Agnihotri et al., 2016). A service providing company, whichprovided good customer experienced to me, was Vodafone while a company, which created abad impression in my mind due to its low quality services, was KFC. I approach Vodafonestores for service related enquiry and call up their excellent customer care servicesdepartment. The service experience I have with the British multinational telecommunicationcompany Vodafone was positive. I entered an outlet of the American multinational giant KFCand did not receive expected services from the staff. The food quality was not up to the markand the staffs were not cooperative. The experience I had with KFC was bad and I did notexperience positive service experience (Peppers & Rogers, 2016).
2TWO PRODUCT EXPIRIENCESBehaviour:Belongs to the middle class society Buys KFC products every weekDemographics:Manager at a multinational bank40 years oldLives in LondonMarried, 1 sonNeeds and GoalsTo buy high quality fast food productsTo become more successful Grow professionallyFigure 1. Proto-persona diagram showing negative customer experience(Source: Author)I, as pointed out in the proto-persona diagram above, am a manager at a multinationalbank and seek to achieve professional growth. My age is forty years; I am married and have ason. I enjoy having different types of fast food especially from international fast food outletslike KFC. It was here, at a certain outlet of KFC that I faced a poor customer serviceexperience (O. Pappas et al. 2014).I approached an outlet of KFC to buy some latest fast food items by the internationalfast food manufacturer and received a very painful experience. I entered the store and askedthe attendant to give a menu card. The attendant kept me waiting for half an hour and theninformed me that they did not have the recent menu card. I ordered food items from the menucard he showed and had to wait for a long time once again. Then he served me the food item Ihad ordered but it was cold. When I inquired the reason for serving cold food items, he spoke
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