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.


Welcome to The Untitled Comic!

Hello Hello!

Welcome to my course blog!

It is normally strange for me to describe myself but in this instance, I will do my best.

I am Njoki from Nairobi, Kenya, born and raised. I like cartoons, puns, food, and time travel stories. Currently, I work with both internal and external customers, providing technical services. This is within the healthcare industry.

For the next 5 months or so, I will be studying customer experience and I am pretty excited about the course. I am hoping to get insights that will be useful and that can be implemented in the work that I do.

I am also hoping to expand my network, learn and provide my expertise to my fellow classmates.