Discussion Topic

No Plagiarism

Due tomorrow

APA Citation

Assigned Readings attached

In Chapter 6 of our readings for this week  the Customer Experience was referred to as a customer’s entire interaction with a company or an organization. The experience will range from positive to negative, and it begins when any potential customer has contact with any aspect of a business. This customer experience has very significant implications for a small business because a small business has very direct contact with its customers.

Learning Activity

Step 1

Select a small business that you patronize often. Describe how the experience that you have with this business impacts your decision to continue to purchase from this business.

Step 2

Select a small business that you no longer patronize because of the experience that you had with this organization. Discuss what aspects of the customer experience influenced your decision not to patronize this business in the future.

Step 3

Define the difference between Customer Loyalty and Customer Satisfaction. Give examples. Explain how the customer experiences that you discussed in steps 1 and 2 influences the ability of a business to establish a loyal customer base.