Customer Experience Management in Woolworths and Coles Supermarket

Running head: CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience Management
Name of the student
Name of the university
Author Note:

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CUSTOMER EXPERIENCE MANAGEMENT
Table of Contents
Introduction......................................................................................................................................3
Positive Experience.........................................................................................................................4
Discussion of Touch Points.............................................................................................................4
Comparing and Contrasting.............................................................................................................5
Discussion of Thoughts and Actions...............................................................................................6
Application of at least two different CEM Concepts.......................................................................6
Bibliography....................................................................................................................................7

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CUSTOMER EXPERIENCE MANAGEMENT
Introduction
The following report has been prepared to discuss my own customer experience in
Woolworths and in Coles Supermarket. It is not new to the readers about the type of the business
that these two companies expertise in. Both the companies that have been selected by me experts
itself in Supermarket retailing and has a number of different brands under its fold. I had both a
good and a worst experience in each of the above mentioned business organizations which made
me quite surprising on the fact that though both of the companies specializes in the same
business, yet their approach towards the customers is quite different in nature. I was a regular in
Woolworths for a long time and used to buy almost everything from the organization. However
my impression of the organization changed a few days back. I generally bought my monthly
household items from Woolworths. That day was as normal as the other starting days of the
month when I went to the store and started marketing the necessary items gradually. The incident
happened when I went to the payment counter of the store. The time when the helper in the store
was assessing my items he discovered that the barcode of two of the items missing. I was
standing normally when suddenly after consultation with the manager he accused me of
removing the barcode and trying to steal the items. I was totally shocked at such an acquisition
and stood there speechless. However, after regaining my consciousness I strongly protested to
such an acquisition and challenged them to prove the following. I described them about my
loyalty in Woolworths and showed them my premium gold card which can only be given to the
premium customers. However, when the footage of the area was checked my innocence was
proved and there was a sign of discontent among a section of the employees who trusted me and
demanded an apology from the employee who acquitted me. I refused such an apology as my
trust and loyalty towards the store was gone on that very day. The lack of proper training and