Week 3

The module so far has presented me with a new way of looking at customer experience and satisfaction.

By using the Affect Circumplex chart – Arousal and pleasure matrix, one is able to know how to position their products/services so as to get the desired result from the customers. This matrix simplifies the emotions and at a glance you can roughly determine if the customer will become a loyal one or not, a returning customer or not.

Another theory is the expectations and disconfirmation model of satisfaction. I thought this was an interesting approach to expectations and it did explain a number of behavioural traits among my customers in relation to technology and services provided to them. What I have learnt is that based on this model the amount of effort should not be evenly distributed to deal with expectations and more emphasis should be put into areas that count.


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