Discussion

For this week, read The New Marketing Chapter 5 on Designing Experiences to WOW Customers.

Today, customer experience is more important than ever.  On page 87 in Chapter 5, focus on the Customer Choreography Map process.  I describe a consumer named Bob, who is unhappy with his current smartphone and cellular plan. His goal is to buy a new smartphone that has all the great features available and a plan that fits his high data usage.

Background

Review Bobs experience journey on pages 88 & 89 to understand the differences between Bobs Current State and the Ideal State” in buying a new smartphone.  To arrive at Bobs Ideal State, we basically identified the gaps in his current experience to create a better approach. 

Why is Customer Experience the New Imperative by Brian Solis —

https://www.youtube.com/watch?v=S4j8vdAyxsU

https://youtu.be/S4j8vdAyxsU

Loading media…
Minimize embedded content

For Discussion (your assignment is . . . )

Think of a recent customer experience you faced in purchasing a product.  Choose one of the following examples or come up with one of your own.

The experience of buying a used or new car
The experience of buying a new laptop
The experience of buying a new smartphone
The experience of buying a new pair of eyeglasses
The experience of buying new headphones (high end)
The experience of buying a new bed or furniture
The experience of buying a new appliance
Your own example of a purchase you experienced.

Now, like the customer journey experienced by Bob to buy a new smartphone, I want you to discuss your experience purchasing either in a retail store or online.  Highlight the experience you had (current experience) and then discuss the ideal experience you wish you could have had).

 

You can place an order similar to this with us. You are assured of an authentic custom paper delivered within the given deadline besides our 24/7 customer support all through.

 

[order_calculator]