Discussion

Instructions

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. BackgroundReview 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=S4j8vdAyxsUhttps://youtu.be/S4j8vdAyxsULoading 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 carThe experience of buying a new laptopThe experience of buying a new smartphoneThe experience of buying a new pair of eyeglassesThe experience of buying new headphones (high end)The experience of buying a new bed or furnitureThe experience of buying a new applianceYour 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).

Answer

The customer experience I recently had was when I was purchasing my new laptop. Even though I got the laptop, the experience I had while purchasing it was very stressful, something that I would not wish to happen to me again or to just happen to anyone. The main reason why I opted to purchase it online was that that is the new normal. I did not want to go out and start physically looking for the laptop. Additionally, with the corona pandemic, avoiding contact with many people in retail stores was the other thing I really wanted to achieve (Kumar 2020). My predicament started immediately as I began a tied arch for the laptop. Many of the stores did not have the laptop that I eventually got. I wanted something that was unique as my previous laptop had a lot of issues. For instance, I wanted...
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