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Marketing - Customer Experiences

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The AI Brainstorming Conference is nearly over. In the closing discussion you will talk about your own personal experiences with companies over the years.

Share a scenario of a company that did a great job of satisfying you (as a customer) and a scenario of a company that fell short of expectations. Explain how you would handle the unsatisfactory situation if it happened at your company.

Select two unsatisfactory customer experiences described by your fellow participants, and explain how you would handle those situations if they happened at your company.

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Solution Summary

Share a scenario of a company that did a great job of satisfying you (as a customer) and a scenario of a company that fell short of expectations. Explain how you would handle the unsatisfactory situation if it happened at your company.

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The first scenario will be the purchase of a Sony's latest range of LCD televisions. I was very satisfied, not only by the immaculate product quality of Sony, but also by its excellent pre sales and after sales service. One of the most common problems which a consumer faces while purchasing such costly electronic items is that there are lot of new technologies and options for a single product and one really need to evaluate such products or need to be explained about the various alternatives and their relative advantages and disadvantages. Sony's sales staff at the company's exclusive outlet did a great job in resolving my queries and confusions and thus helped to arrive at the purchase ...

Solution provided by:
Sandeep Bardia, MBA
Education
  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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