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Customer Experience Management : Sample Assignment

   

Added on  2021-04-16

9 Pages1794 Words29 Views
Running Head: CUSTOMER EXPERIENCE MANAGEMENTCustomer Experience ManagementName of the StudentName of the UniversityAuthor Note
Customer Experience Management : Sample Assignment_1
1CUSTOMER EXPERIENCE MANAGEMENTIntroductionThis essay highlights my experience with Woolworths Supermarket in Australia which isconsidered as second largest company in Australia in terms of revenue (WoolworthsSupermarkets 2018). I have often purchase things from Woolworths and have both good and badexperience with their products and services. However, I will discuss about two products that thatare Woolworth’s fruits-&-vegetables and Woolworth’s health drink products with which I haveexperienced bad and good experience. The poor and good experience will be illustrated by Proto-persona diagram followed bytwo most significant points during the process supported by two key Customer ExperienceManagement concepts. I will also compare and contrast the two experiences to explain thedifference in two experiences which is followed by an overall conclusion for the discussion. Discussion Proto-persona diagram for poor experience The image illustrate that the pain points are the packaging of the fruits that are pre-matured. Moreover, when a customer desire to buy products from online portal, it is difficult toidentify the combination of the fruits and the quality of the products from the items displayed onthe website. I have also faced the problem in improper staff assistance when need help as they donot have proper information. Thus, I have opted for shopping personally rather than shoppingfrom online. Even though I have to shop from online, I consider all the users comments andfeedback prior making any order. I have also decided to raise complaints to the organization andgive them suggestions on improving their service transparency and service improvement.
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2CUSTOMER EXPERIENCE MANAGEMENTStudentFit PhysicTwisted hairBehavior & Actions - Opt for personal experience of shopping- Consider online feedback prior purchasing fruits online from Woolworths - Use social media to get the feedback of the customersPain Points- Pre-matured fruits were packaged - No list of mixed fruits items when placing order online - Suffer from necessary staff support Goals - Complaints about the products and service quality - Give suggestions to Woolworths regarding their service transparency and service improvementImage 1: Proto-persona diagram illustrating component with poor experience(Source: Created by Author)Two most significant “pain” points during the process along with concept of CEMThe two major pain points that I have highlighted through the process are- packaging ofpre-mature fruits that they offer to customer at lower rates and inability to identify the fruitscombination when I have opted for ‘mixed fruits’ options. The first concept of customer experience management (CEM) that I want to discuss iscustomer centricity. Lemon and Verhoef (2016) stated that a company should have to placecustomer needs, wants and expectations in the top priority. Woolworths is best known for thematerials that are used on the daily basis. They claim that they contact local farmers for gettingthe fresh materials but in reality they do not keep their words and they offer less cost due to their
Customer Experience Management : Sample Assignment_3

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