Customer Experience Analysis

In: Business and Management

Submitted By 1tribulation
Words 901
Pages 4
Service Processes and People:

Customer Experience Analysis

June 3, 2012

Abstract
In an article written by Chris Young of the Rainmaker Group Inc., (2008), “having a clear understanding of a customer's emotional involvement with a product or service can go a long way in helping to create a positive and memorable customer experience. Often organizations do not fully understand the high level of emotional attachment a customer may have in or with a product or service provided. The truth of the matter is that it could not be more important that organizations understand these emotions, as they are often the foundation to creating a “WOW!” customer experience. Conversely, failing to understand these emotions can cause an organization to unwittingly harm a customer and lose them for life.” Therefore the personal customer experience encountered at two organizations will be described through out this paper.

If you had a formal, semi-formal, business event, or just needed professional attire to attend and needed to buy an outfit where would you go? If you choose to go to Nordstrom Department Store or the store Black and White, do not expect to be greeted with a smile if you do not look the part of a person of wealth, economic status, and maybe cultural or race majority.
Excellent service is defined as satisfying the customer and meeting the strategic intention of the organization (Johnston & Clark, 2008, p. 182). Neither one of these establishments when visited utilized the pre-contact process, meaning no one came to greet me once I entered their department or the door of the store, which made me feel ignored as if I was not worth their trouble. When assistance was needed such as a price check, access to fitting rooms, and color and size inquires I had to find someone to ask for help only to be acknowledged with a look of frustration. In addition, while…...

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