Operationalize Customer Experience Management †MyAssignmenthelp

Question: Discuss about the Operationalize Customer Experience Management. Answer: Introduction Toyota Motor Corporation is a known automotive manufacturer with its headquarters Toyota, Japan. The company has a large market capitalization. The corporation is based in the automotive industry and serves every person that is interested globally. The Toyota products include luxury vehicles, engines, automobiles, and commercial vehicles. It offers financing, banking, and leasing services (Raju Walavalkar, 2017). My service experience with Toyota was when my car developed an issue, and I immediately made a call to Toyotas Customer Experience Center. A phone call was made to me on the following day by an assigned case manager who was very helpful, professional, and informative. The case manager full filled every promise he had made to me, and due process followed in resolving my car issue. The experience made me happy and impressed. Nissan Motor Company Ltd is a known automotive manufacturer with its headquarters in Yokohama, Japan. The company is public and based in the automotive and financial services industry. The corporation serves worldwide, and its products include outboard motors, luxury vehicles, forklift trucks, and commercial vehicles (Fujiwara Nagasawa, 2015). My customer experience with Nissan was threatening as the car would stall while driving. I made several reports made to the Nissan customer service, but they failed to diagnose the issue. This was a horrible customer service. Demographic Young student owns a car values time Pain points Spend a lot of money on car repair Car not reliable Car not safe Goals Save on budget Save time Have a good car The "pain" points of the poor customer experience are spending a lot of money on car repairs. The concept of post-purchase touchpoints touches on the aspect of maintenance of products and customer service. The company is to ensure that the clients show satisfaction even after a sale is made. However, when buying a car from the Nissan Company, the warranty given does not cover all the repairs made to the vehicle. The companys customer services during inquiries provide a reply that the warranty cannot cover the costs incurred during the renovations (Peppers Rogers, 2016). Owning a car that is not reliable is the second pain point. In the concept of pre-purchase touchpoints, the Nissan Company should consider the customers wants, expectations, and needs before every decision that they make for the customer before a sale. A perception is formulated by the buyer before buying a product together with an understanding of the expected service (Zolkiewski, Story, Burton Hunter-Jones, 2017). The Nissan brand has a massive consumption of fuel energy, achieving the goals of a customer to cut on costs gets impossible. Demographic Young student owns a car values time Pain points Cost efficient transportation Reliable transportation Good customer service Goals Save on budget Save time Have a good car The "pain" points of the excellent customer experience are cost efficient transportation. The Toyota model is both versatile and fuel efficient. Spending a reduced amount of fuel enables cost saving (Homburg, Jozic Kuhnl, 2013). The concept of service branding promotes competition in the market. Toyota has incorporated mechanisms that are fuel efficient in its product thus creating a positive perception and experience from its clients. The second pain point is exellent customer service. Toyota is both dependable and trustworthy. Its of good quality overall. The concept of purchase touchpoints which considers the customers interactions with both the company and the product is certifying. The issues raised to the company regarding the product are well resolved. The Comparison between Toyota and Nissan experiences In comparing both experiences from Toyota motor corporation and Nissan Motor Corporation and rating both skills on a scale of five, regarding reliability, Toyota scores five while Nissan earns three. The reason being that the Toyota Company takes into consideration the clients needs for a reliable transportation by ensuring that their brand is of outstanding quality. The Toyota model is also credible because its power dependability is higher than that of a Nissan model. Furthermore, Toyota brands are safer than Nissan brands since Toyota has a safety pic+ due to its advanced technology while Nissan has a safety pic (Arkadan, Macdonald Wilson, 2017). When it comes to fuel consumption, the Toyota rates higher compared to Nissan. The use of less fuel improves the ability of a buyer to save on maintenance cost of a vehicle which in turn improves the strength of the client to save more money thus achieving their set goals. The Nissans fuel consumption is high as Toyota is more advanced when it comes to the manufacturing of hybrid automotive. Customer care practiced in both Toyota Company and Nissan Company differs. The Toyotas ratings are higher since the care manager shows efficiency in attending to the clients and ensures that the customer receives the utmost care during their services and is certified when the service comes to an end. However, the customer care services experienced in dealing with the Nissan automotive does not yield the same result. The client is left uncertified and disappointed. The care manager displays little or no concern while dealing with clients during transactions. The customer, therefore, develops distrust and dislike of the brand. The trades made under Nissan take longer than expected and yield no excellent result. On the other hand, transactions and complaints made to the Toyota Company take the shortest time possible before addressing them through the right channels before giving the customer feedback (Edverdsson, 2014). In considering the above, the Toyota motor corporation is better than the Nissan motor corporation a Toyota scores high in cost-saving, reliability concerning fuel consumption, reliability concerning quality, durability, safety pic, power dependability, maintenance cost, advanced technology, and customer care experience. Conclusion In conclusion, the positive and negative customer experience equally depend on the customers expectation of what the end product should be or what they want. A poor customer experience has a direct impact on the products that are perceived to be of poor quality by the client. By having an excellent customer experience, a buyer develops loyalty to the product they associate to be a poor customer experience. Companies should ensure they offer excellent service delivery to have a positive feedback from their clients during the products and customer experience reviews. Reference Arkadan, F., Macdonald, E. K., Wilson, H. N. (2017). Customer Experience Management Practices: A Systematic Literature Review. In Creating Marketing Magic and Innovative Future Marketing Trends (pp. 1361-1361). Springer, Cham. Edvardsson, B. (2014). Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs. In Managing Consumer Services (pp. 69-89). Springer International Publishing. Fujiwara, K., Nagasawa, S. Y. (2015). Relationship between Purchase Intentions for Luxury Brands and Customer Experience: Comparative Verification among Product Categories and Brand Ranks. Science Journal of Business and Management, 3, 1-10. Grayson, K., Grayson, K., Freeman, E., Freeman, E. (2017). Royal Reels: Enhancing the Customer Experience for Slot Machines and Beyond. Kellogg School of Management Cases, 1-14. Homburg, C., Jozic, D., Khnl, C. (2013). Customer Experience Management. IMU Research Insights, 19. Peppers, D., Rogers, M. (2016). Managing Customer Experience and Relationships: A Strategic Framework. John Wiley Sons. Raju, J. K., Walavalkar, D. (2017). Customer Experience Management-the Mantra for Success. Ushus-Journal of Business Management, 5(1), 1-8. Zolkiewski, J., Story, V., Burton, J., Hunter-Jones, P. (2017). Strategic B2B customer experience management: the importance of outcomes-based measures. Journal of Services Marketing, 31(2), 172-184.