Customer Experience Reflection: Understanding the Journey and Applying Concepts

Customer Experience
Reflection

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Discuss the actions and thoughts during the customer journey as well as how a customer
reacted to positive or negative moments of truth...................................................................3
Looking at IDIC model for managing the customer experience, reflect on how the business
identified, differentiated, interacted addition to customised their behaviour towards customers.
Use proton persona profiles to illustrate yourself relative to positive and negative customer
experience...............................................................................................................................4
Reflection by using Dirft model on what the business could have to done differently to make
the negative experience a good one. Or what was the key highlight from positive customer
experience which an organisation must continue to do with its customers............................4
CONCLUSION................................................................................................................................4
REFERENCES:...............................................................................................................................5
Books and Journals.................................................................................................................5

INTRODUCTION
Customer experience refers to the impression of buyers have of a brand during all
characteristics of the customer's journey. Its includes every aspects of an organisation's offering
like quality of customer care along with that packaging, advertising, goods or services, ease of
use, reliability and features (Batat, 2019). It focuses on the customers touch points such as
action, loyalty and decision as well as interaction between a company and its potential
customers. Along with that how a company make efforts to meet and increase good customer
experience among buyers to achieve their organisation goals.
This project covers an understanding of what customer means and a reflection on a
customer personal experience journey either a positive experience or a negative experience.
Further it highlights the application of concepts and theory that help organisations understand the
customer experience journey.
MAIN BODY
Discuss the actions and thoughts during the customer journey as well as how a customer reacted
to positive or negative moments of truth
Customer journey is most important aspect while a person buy a new product and
services of a company or brand. Moments of truth represents events where a buyer's interaction
is so important which modify their perception of products and brand. It can change the
connection between a company and its customers for good or bad. Customer journey includes
three stages such as before purchase, during the purchase and after the purchase. Recently, I went
to a cafe which is Alix Coffee roasters where I had a very good experience. The food was good,
properly cooked and served as well as the staff member also treated me gently and kindly.
Before going to the cafe I was worried about the taste, quality and services of a cafe (Chauhan,
Akhtar & Gupta, 2022). Along with that their price policy, interior, serving method and delivery
services. When I was in the cafe I noticed every thing their way of talking, interacting with other
people, menu, serving methods and many other. While eating and having a meal I noticed the
taste of food, plating presentation, quantity, quality and all things which increased my experience
and change my perception to visit again the cafe. It also decided to recommend the name of this