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Report on Customer Experience Management

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Added on  2020-05-04

Report on Customer Experience Management

   Added on 2020-05-04

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Running head: CUSTOMER EXPERIENCE MANAGEMENT Customer Experience ManagementName of the Student Name of the University Author’s Note Table of Contents
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1CUSTOMER EXPERIENCE MANAGEMENT1. Introduction:................................................................................................................................22. Discussion:...................................................................................................................................23. Compare and contrast two experiences:......................................................................................44. Conclusion:..................................................................................................................................5Reference List:.................................................................................................................................6
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2CUSTOMER EXPERIENCE MANAGEMENT1. Introduction: Customer experience management is the process based in which the business executiveskeep a track on the customers’ feedback regarding that particular products or services bymaintaining an effective interaction with the customers. This very specific study has focused tochoose two different products from Marks and Spencer. The products include human clothsand fast moving customers’ goods (FMCG). As a customer experience manager, I haveobserved that the marketing executives after collecting effective customers’ feedback andexperience regarding the quality of two products have received two opposite responses.Customers have highly appreciated the FMCG products of Marks and Spencer due to itssuperior quality of product along with low price. On the other hand,the cloths of Marks andSpencer do not maintain quality in comparison to the product cost. As per customers’ point ofview I have collected from different resources, Marks and Spencer does not render clothsdiversity within the store. Due to the lack of product variety, the number of target customers isdecreased. This very specific study has provided an in-depth comparative analysis about the poorand good experience of the products along with its proper justification. By using proto-personadiagram, the study has focused to make an in-depth analysis about the different components ofcustomers’ experience. 2. Discussion: Proto-persona diagram is constituted with five major components including tasks,influence, overall goal, pain points and feeling.Tasks indicates what questions can be formedto the customers for collecting their feedback. Influence signifies the major factors that can drawcustomers’ attention. Products should have some additional features due to which customers can
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