Customer Experience Reflection

Customer Experience
Reflection
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
APPENDIX......................................................................................................................................7
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INTRODUCTION
Customer experience means experience of customer with business. It is result of interaction
of customer with business by receiving product or service. It is necessary to provide good
customer experience as it shows how people perceive product that company provides (Bolton
2018). The report will describe experience of customer with 2 different product of 2 companies.
MAIN BODY
Customer experience
I like to travel to various countries as tourist. Thus, for that I visit websites of different
tour companies that provide different tour packages. So, for that I did book my entire tour
package of 3 days from Expedia company. In that my experience was positive. Here, two touch
points which I observed was booking and travel. As I was not having any experience of booking
package online. So, during this touch point the chat bot helped me to doing booking. I was not
expecting this.
But on contrary my negative experience during my tour was doing breakfast in
McDonald’s. When I ordered food at counter the staff rudely said to me that I have to wait for 10
minutes. When I did not received order after 10 minutes I asked again staff (Godovykh & Tasci
2020). This time he said angrily that my I don’t know how much more time will it take. I was
just like this is way they treat customer. Hence, I cancelled my order and ask for refund. The two
touch point in this was staff and restaurant.
Thoughts /actions taken during customer journey
Thus, in my first experience that was positive I want to go to Switzerland to spend
holidays. So, I thought to book package online as I was having several coupons. Thus, I searched
on internet and found Expedia (Peppers & Rogers 2016). I was happy to see that company
accepted coupons in tour package. Thus, when I visited website the chat bot helped me to make
my search more easy and simple. So, I was overwhelmed. I did follow steps as described by chat
bot. Thus, in quick time I booked my tour package. Immediately after booking I got an e mail
from Expedia. I was very happy with that. I thanked the chat bot and gave 4 star rating as well on
company website.
Now, for negative experience which was negative I found that I was hungry and like to
eat burger. So, I visited McDonald’s I saw menu and then order (Jain, Aagja & Bagdare 2017).
But the reply of staff made me sad. I was not expecting such reply from him. Then, even after
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