Customer Experience Management

Customer
Experience
Management
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Management 1
Contents
Introduction......................................................................................................................................2
Experience with companies.............................................................................................................3
Proto-persona diagram (Nokia Company).......................................................................................4
Two significant pain points.........................................................................................................4
Poor customer service..............................................................................................................4
Unmet needs and wants of the customers................................................................................5
Proto-persona diagram (Samsung Company)..................................................................................5
Two most significant touch points...............................................................................................6
Improved customer service......................................................................................................6
Mobile with innovative features..............................................................................................7
Comparison between the experiences..............................................................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................9
Appendix........................................................................................................................................10
Appendix 1.1..............................................................................................................................10
Appendix 1.2..............................................................................................................................11

Management 2
Introduction
In the present competitive world, it is essential for the company to manage the customer
experience. Customer experience management is refers to as the collections of the processes that
are majorly used by the organisations to track, oversee as well as to organise every interaction
that occurs between the organisation and its customers during the customer journey that include
the stage of before, during and after. The purpose of the report is to reflect upon the customer
experience concept and theories that are majorly applied on the real life companies. The
companies who experience is considered in this report include Samsung and Nokia who are
major competitors of each other. The experience of Samsung is positive while comparing it with
Nokia it has negative experience.

Management 3
Experience with companies
Both Nokia and Samsung deals their business operations in same industry due to which they
offer the similar sort of products. I have availed service of both the company as I bought their
mobile phones. I have very positive experience with Samsung company as there features met all
my requirements and offered effective service. The feature that was offered by the company
includes high pixel camera quality, quality display screen, updated version, processor, and
numerous other effective smart features (Shin, 2015). However, when I availed the services
offered by Nokia they shown their emphasis on the better battery backup, long life instead of
innovative features. Thus, I had a good experience when I appealed for the service of Samsung
instead of Nokia.