Customer Experiences that DelightLearning ObjectiveIdentify how other companies foster a culture of customer satisfaction and loyalty.Map out a customer journey to identify needs and pain points.Propose strategies that increase customer success and satisfaction.Why this Activity?A company succeeds as customers choose to invest in its services and products. Therefore, many business challenges stem from unsatisfied customers or an inability to gain new customers. This activity will help you learn strategies that successful companies have implemented to help their customers succeed. These strategies can then inform your client project and your approach to the simulation.Criteria for CompletionThese are the steps that you should complete to earn this toolbox activity:Learn: Identify three companies that rate high for customer satisfaction and loyalty. As you analyze each company’s approach, answer these questions:What are customers saying about the company?What do the companies do to help delight their customers?What do they do to demonstrate their commitment to customer success?What systems, processes, and tools have they implemented to help the customer succeed?Synthesize: Create a one-page job aid (a list of best practices, a diagram, a memo, etc.) in which you highlight best practices that you identified from your research that you could utilize within your own work.Personal Application: Identify an experience, product, or service which did not lead to customer success or encourage greater loyalty. This could be when you experienced poor customer service when the quality was less than satisfactory, or other negative interactions.Map the Journey: Gather data (talk to people, observe the service, take surveys, etc.) related to how people experience the service or product. Using the data, create a map of the typical journey of a customer who experiences that product or service. These resources are a good starting point for gathering data and mapping a customer journey:Usability.govLinks to an external site.designkit.orgLinks to an external site.Observing the User Experience : A Practitioner’s Guide to User ResearchLinks to an external site. by Elizabeth Goodman, Mike Kuniavsky, and Andrea Moed, 2nd ed. Available through library.ensign.eduLinks to an external site..Designing ExperiencesLinks to an external site. by J. Robert Rossman Ph.D. and Mathew D. Duerden Ph.D. Available through library.ensign.eduLinks to an external site..Evaluate the Journey: Identify where the experience broke down for you or the customer that had a negative experience. Using data gathered and other analyses, explain why that breakdown occurred.Propose a Strategy: Referencing the best practices you identified and other strategies you have learned this semester, propose a strategy that the provider of the service or product could implement to increase customer satisfaction and loyalty.

Question

Customer Experiences that DelightLearning ObjectiveIdentify how other companies foster a culture of customer satisfaction and loyalty.Map out a customer journey to identify needs and pain points.Propose strategies that increase customer success and satisfaction.Why this Activity?A company succeeds as customers choose to invest in its services and products. Therefore, many business challenges stem from unsatisfied customers or an inability to gain new customers. This activity will help you learn strategies that successful companies have implemented to help their customers succeed. These strategies can then inform your client project and your approach to the simulation.Criteria for CompletionThese are the steps that you should complete to earn this toolbox activity:Learn: Identify three companies that rate high for customer satisfaction and loyalty. As you analyze each company’s approach, answer these questions:What are customers saying about the company?What do the companies do to help delight their customers?What do they do to demonstrate their commitment to customer success?What systems, processes, and tools have they implemented to help the customer succeed?Synthesize: Create a one-page job aid (a list of best practices, a diagram, a memo, etc.) in which you highlight best practices that you identified from your research that you could utilize within your own work.Personal Application: Identify an experience, product, or service which did not lead to customer success or encourage greater loyalty. This could be when you experienced poor customer service when the quality was less than satisfactory, or other negative interactions.Map the Journey: Gather data (talk to people, observe the service, take surveys, etc.) related to how people experience the service or product. Using the data, create a map of the typical journey of a customer who experiences that product or service. These resources are a good starting point for gathering data and mapping a customer journey:Usability.govLinks to an external site.designkit.orgLinks to an external site.Observing the User Experience : A Practitioner’s Guide to User ResearchLinks to an external site. by Elizabeth Goodman, Mike Kuniavsky, and Andrea Moed, 2nd ed. Available through library.ensign.eduLinks to an external site..Designing ExperiencesLinks to an external site. by J. Robert Rossman Ph.D. and Mathew D. Duerden Ph.D. Available through library.ensign.eduLinks to an external site..Evaluate the Journey: Identify where the experience broke down for you or the customer that had a negative experience. Using data gathered and other analyses, explain why that breakdown occurred.Propose a Strategy: Referencing the best practices you identified and other strategies you have learned this semester, propose a strategy that the provider of the service or product could implement to increase customer satisfaction and loyalty.

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Learn:
Three companies that rate high for…

Identify how other companies foster a culture of customer satisfaction and loyalty. Map out a customer journey to identify needs and pain points. Propose strategies that increase customer success and satisfaction.

Customer Experiences that Delight

Learning Objective

Why this Activity?