MAKE SURE YOU READ THE ASSIGNMENT BEFORE YOU ANSWER IT. My Best Customer Experie
ID: 396594 • Letter: M
Question
MAKE SURE YOU READ THE ASSIGNMENT BEFORE YOU ANSWER IT.
My Best Customer Experience and Why
Instructions: Follow them carefully
Write two or three paragraphs on your best customer service experience and say what made it so.
Please place the name of the provider in the title, e.g., Best Buy, Nordstrom, American Express.
Include elements of verbal or nonverbal communication found in your textbook readings.
MAKE SURE YOU READ THE ASSIGNMENT BEFORE YOU ANSWER IT.
Instructions: Follow them carefully
Write two or three paragraphs on your best customer service experience and say what made it so.
Please place the name of the provider in the title, e.g., Best Buy, Nordstrom, American Express.
Include elements of verbal or nonverbal communication found in your textbook readings.
MAKE SURE YOU READ THE ASSIGNMENT BEFORE YOU ANSWER IT.
Explanation / Answer
Customer Experience is a combination of user journey and moments of truth which the user undertakes when he engages and interacts with a product or service. Traditionally, all products were mass produced with slight customization options made available to end users based on their individual preferences. But the entire journey and the backend process remained the same. Even though personalization was made available, the system that was built was robust and rigid and could not provide an augmented user experience. In the new age, due to increase in usage of AI and other technology components, the customer experience can be customized to a far greater extent. To implement this, companies undertake large surveys to segment the customer into groups and split the groups based on particular services that are opted / paid by them. Even in those groups, the persona for each user which has unique personality traits are identified and persona specific user journeys are created. When these journey`s get implemented, the moments of truth is what differentiates the experience for the customer. The interaction touch points and results areas provide a better expertise for the customer.
I recently came across a similar experience. I am a huge promoter of going green and removing plastic from the environment. But the lifestyle has changed so much that without plastics, life would become difficult for cast majority of the population. Recently, I was at a store and the sales person was showing a new fabric which was used in the garment. He claimed it was made from recycled plastic bottles. I was happy to know that but could not believe such a thing was possible. Based on my previous experience I was sure there has to be a significant mix of Polyester fabric into the garment. The sales man introduced me to his manager. While discussing with him, he told me about my support for cause of plastic which I am quite vocal on social media. Based on the data I had given him, their CRM system was tracking these items and when the product was being rolled out, they had send me an update on this, which I had ignored to be honest. Back to discussion with manager, he showed me a series of transactions on his system which was linked to the tag in the garment which I was holding. We tried it for few garments and each of them had their own unique trail. He said the company was using BlockChain technology to ensure the data captured is not tampered and is visible to all customer who want to check the authenticity of the garments. This has been a unique experience for me where technology has come in and surprised me with quite well. The product I am referring to is Relan.
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