Customer Experience in Product and Service Sector | Report

Running head: CUSTOMER EXPERIENCE IN PRODUCT AND SERVICE SECTOR
CUSTOMER EXPERIENCE IN PRODUCT AND SERVICE SECTOR
Name of the Student
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CUSTOMER EXPERIENCE IN PRODUCT AND SERVICE SECTOR
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Introduction
For the creation of brand loyalty and a sense of liking, it is very important to ensure a
positive experience which will help to give positive reviews from the customers helping the
business to grow and stay strong (Goodman 2014). The most important thing that should be
kept in mind is to know and understand the need of the customers which would also help the
organization to get a knowledge of what their customers want and what are the areas of
improvement (Goodman 2014). Knowing customers helps in making the product or service
available to the customers and is considered as the most effective way of communication
(Lemon Verhoef, 2016).
Customer experience management is the way of designing the interactions made with
the customers to meet, in fact, exceed the experience they have with the product that would
help in leading a greater sense of satisfaction and loyalty among the customers (Goodman
2014).This report discusses the experience made by me as a customer with two different
product and service, one with a positive and one with a negative one and also tells the
customer journey and the need of customer experience management and the importance of
understanding customer’s perspective.
As a customer, it is very important to have a pre-requisite knowledge of what we want
only then we would be able to communicate our thoughts clearly to the one serving us.
I was once going through my television and found a mouth-watering recipe that
would delight my family and me as well. For the making of that particular dish, some
ingredients were missing, and I could not ignore those as they were the main hero of my dish.
Consequently, I thought of getting it from Woolworths. Woolworths being the largest
supermarket chain in Australia, could not have let down my hopes ("Woolworths
Supermarket - Buy Groceries Online", 2020).

CUSTOMER EXPERIENCE IN PRODUCT AND SERVICE SECTOR
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Therefore, I thought of getting it online, and I made an order to the Woolworths and
was provided with a list of menu they were dealing in and that I needed to do with my recipe
accordingly, I ordered a fresh cream, butter, some red and white onions, mozzarella cheese
and some spring onions too. Even though, there was a continuous dilemma of the product
being good or not, will the price worth the quality; but to my surprise, I found that the
product that I received from their end was extremely fresh like they have been just plucked.
Besides, a free delivery option was provided to me as I purchase groceries from there for the
first time.
This was a delight to me as I didn’t have to pay any extra bucks for the delivery
option. The delivery person came was very decent and calm, and we also interacted; he told
me about what his company does and what the perks of getting associated with them were.
This gave me a sense of satisfaction somehow, as what I perceived and what I received as a
packet both were considerably good and it quite met my expectations which I had with them
(Hill & Brierley 2017).
The biggest challenge was still left, and I badly wanted to know how the products that
I have ordered tasted. Whether it was actually fresh or not, how creamy was the fresh cream,
how dense and what proportion of butter was there, the thickness of the cheese and many
more. A moment was truth was awaiting, and it was very important as they determined the
essential part of my recipe.
This was again a surprise to me because the result that came after doing my kinds of
stuff was incredible, and I was astonished after getting such a beautiful result that tasted
heavenly good. It was a very good experience that I had with Woolworths and would
probably look forward to keeping continuing my purchase from there frequently. The only
pain point I faced here was regarding the taste and the quality of the product being fresh. The