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BIZ104 Customer Experience Management Assignment

   

Added on  2020-03-16

9 Pages1515 Words112 Views
Running head: CUSTOMER EXPERIENCE MANAGEMENT1Customer Experience ManagementName:Institution:
BIZ104 Customer Experience Management Assignment_1
Customer Experience Management2IntroductionToyota Motor Corporation is a known automotive manufacturer with its headquarters Toyota, Japan. The company has a large market capitalization. The corporation is based in the automotive industry and serves every person that is interested globally. The Toyota products include luxury vehicles, engines, automobiles, and commercial vehicles. It offers financing, banking, and leasing services (Raju & Walavalkar, 2017). My service experience with Toyota was when my car developed an issue, and I immediately made a call to Toyota’s Customer Experience Center. A phone call was made to me on the following day by an assigned case manager who was very helpful, professional, and informative. The case manager full filled everypromise he had made to me, and due process followed in resolving my car issue. The experience made me happy and impressed. Nissan Motor Company Ltd is a known automotive manufacturer with its headquarters inYokohama, Japan. The company is public and based in the automotive and financial services industry. The corporation serves worldwide, and its products include outboard motors, luxury vehicles, forklift trucks, and commercial vehicles (Fujiwara & Nagasawa, 2015). My customer experience with Nissan was threatening as the car would stall while driving. I made several reports made to the Nissan customer service, but they failed to diagnose the issue. This was a horrible customer service.
BIZ104 Customer Experience Management Assignment_2
Customer Experience Management3Proto-persona diagram (poor experience component)DemographicYoungstudent owns a carvalues timePain pointsSpend a lot of money on car repairCar not reliableCar not safeGoalsSave on budgetSave timeHave a good carThe "pain" points of the poor customer experience are spending a lot of money on car repairs. The concept of post-purchase touchpoints touches on the aspect of maintenance of products and customer service. The company is to ensure that the clients show satisfaction even after a sale is made. However, when buying a car from the Nissan Company, the warranty given does not cover all the repairs made to the vehicle. The company’s customer services during inquiries provide a reply that the warranty cannot cover the costs incurred during the renovations(Peppers & Rogers, 2016).
BIZ104 Customer Experience Management Assignment_3

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