Customer Experience Management in Gaming Industry

Running head: CUSTOMER EXPERIENCE MANAGEMENT
CUSTOMER EXPERIENCE MANAGEMENT
Name of the Student
Name of the University
Author Note

1CUSTOMER EXPERIENCE MANAGEMENT
Table of Contents
Introduction......................................................................................................................................2
Products selection............................................................................................................................2
Proto-persona model for User 1.......................................................................................................2
Two ‘Pain’ points and aligned CEM approach................................................................................3
Proto-persona model for User 2.......................................................................................................4
Two ‘Touch’ points and aligned CEM approach............................................................................5
Product differentiation and comparison...........................................................................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................7

2CUSTOMER EXPERIENCE MANAGEMENT
Introduction
Customer relation depends on the verbal or non-verbal communication between customer
and organisation. The trust over the brand and the effective innovation along with this is the key
process of customer relation and positive experience for that is necessary. The aspect of training
and the nature of behaviour is the crucial factor that the organisation provides for their
employees so that they handle customers in a good manner (Fatma, 2014).
In this paper, there are two products that have been chosen and both these products are
from the gaming field. The differentiation in the product is there and that is the reason product
culture is processed in that way.
Products selection
Nintendo Switch is one of the trending products in this gaming field and Sony Play
Station 4 is another top most innovative product in this business market. Both the Users have
different products and they have completely different perception and feedback as well.
Proto-persona model for User 1
User 1 Behaviour
 Sharp Eyes
 Curly hair
 Fair
 Good strategic knowledge
 Easy life
 Confusing in case of approaching
 Not a good buyer
 Love to play games
 Smart movement and strategic analysis
 Understand the significance of
innovation and technology
 Have a fun loving nature
 Not a systematic life
 Busy scheduled is not persisted in his