Customer Experience Reflection

Customer Experience
Reflection
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Table of Contents
INTRODUCTION...........................................................................................................................3
DISCUSSION ON POSITIVE EXPERIENCE AND NEGATIVE EXPERIENCE.....................3
COMPARE AND CONTRAST......................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6
APPENDIX......................................................................................................................................7
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INTRODUCTION
Customer experience is process of interaction of customer with organisation. It shows that
how customer has interacted with company during purchase of product or service. There is need
to measure customer experience so that changes can are made to provide good customer
experience (Jain, Aagja & Bagdare 2017). Here, touch points of customer is identified with help
of customer experience map. The report will discuss about customer experience of 2 different
products purchased of 2 different organisation.
DISCUSSION ON POSITIVE EXPERIENCE AND NEGATIVE
EXPERIENCE
I travel frequently to many places so for that I do book a package from booking. Com. so,
similarly, I also booked a package of Dubai from website for 5 days. Here, my experience was
positive as I received a very good and high quality services from company. They tourist guide
helped me in shopping in Dubai. Also, he talked to me in polite way even when I got late.
Furthermore, during booking of package the customer service executive helped a lot. He guided
me to make my search easier. Thus, two points in this were tourist guide and customer service
executive.
I like to do online shopping frequently from Amazon. This is because it saves my time
and cost. So, I ordered a pair of shoes from website (Keiningham 2020). I have selected number
9 size and the order showed that it will be delivered within 5 days. After 5 days I did not
received my order called the customer service. But the person there talked rudely to me by
saying that he is not responsible for late delivery. Moreover, then I complained to Amazon by
sending an e mail. But even then I did not receive any response of that. So, at last after 10 days I
did get received my order and I did not took it and cancelled it. The company did not even refund
my amount. The two touch point in this was website and customer service.
Thoughts /actions taken during customer journey
As my first experience was positive so I open website of Booking. Com and booked a 5
days package of Dubai. I faced an issue in this so I called customer service executive to guide
me. I was delighted that executive helped me to solve my issue easily and book a package. He
said me to follow some steps and I did exactly the same. Also, I was happy that the person
greeted me in starting and thanked as well (Roy 2018). I received a text message from company
for booking confirmation. Thus, I gave 4.5 start rating on company website.
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