Customer Experience And Management

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

CUSTOMER EXPERIENCE1
Introduction
The consumer experience management can be rightfully defined as the art of providing
positive and memorable experiences to the different customers as present (Braun & Garriga,
2018). As the main aim of any enterprise is to ensure that the different customers are being able
to gain the ultimate satisfaction and are being able to get all their needs fulfilled adequately.
Hence, this reflective writing shall convey two of my consumer experiences and highlight the
manner in which I had a positive or a negative consumer experience. The reflection shall be
depicted by adequate theoretical frameworks and my consumer persona.
Experience 1-Positive
Introduction
A positive consumer experience can be described as the one whereby the different needs
of the different consumers tend to get fulfilled easily and the needs of the customers are being
met with adequately. Hence, I would like to relate my positive experience with the purchase of
my phone, iPhone X which I purchased a year back. My journey began with searching for the
phone online after its release to visiting the nearest Apple store to purchase the product. When I
visited the store, I was greeted politely by the staff and shown the different models of the phone.
In association with this, my sales procedure was very smooth and I was effectively able to leave
with the purchase. However, even after the purchase I was able to gain a positive experience
from the enterprise as they assisted me in the Post sales service. I had to get an accessory for the
product whose purchase I had made. The store assisted me with it and even resolved all my
queries regarding the software of the product. Hence, this can be described as a positive
experience whereby I was treated well and the product which was given to me was also quite
satisfactory. To reflect my satisfaction, I left positive reviews in Google and spread the services
of the store through the Word of Mouth marketing technique.
Consumer Persona
Table 1
Name: ABC
Occupation: Student
Demograp
hics:
Psychogra
phics
Behavi
or
INFORMATION NEEDS
Information

CUSTOMER EXPERIENCE2
Values: Family time,
social service
Currently a
student
Generally
purchases
value
based
pricing
product
Goes to the
gym,
nightclubs
and
cafeterias
Believes in
purchasing
products
with great
values
Is very
innovative
and tech
savvy
Has a
rather
positive
attitude
towards
life
Althou
gh a
student
,
believe
s in
giving
adequa
te time
to the
family
Ensure
s
effecti
ve
operati
ons
Likes
to
travel
for fun
Likes
to
remain
up to
date
Generic Specialized
Time Pressure at
Work
Low High
Use of Internet at
Work
Low High
Digital
Skills
Low High
PERSONALITY
INTROV
ERT
EXTROV
ERT
SENSIN
G
INTUITIO
N
THINKI
NG
FEELING
JUDGIN
G
PERCEIV
ING
Goals and
Wins
Wants a
mobile
phone with
a good
brand
name
Wants to
get a
phone with
Challenges
and Pain
points
Is unable to
stand poor
service
Wants to
ensure
friendly
interactions
Would like
Media Used