The purpose of this project is to create customer experience map and make recommendations. A customer service map is a diagram of the steps a customer takes while engaging with a company. The company we chose to evaluate is a well-known cell phone service provider known as Sprint. While evaluating many different touch points of our interaction with Sprint we had many thoughts and different emotions.
The beginning of any customer journey starts in the parking lot. Fortunately the parking lot of sprint was well spaced out, had good view to the store, and a very short walk to the entrance of the building. We were content that we didn’t have to fight for parking. We were also highly pleased we only had to take a short walk to enter the building …show more content…
While walking around we noticed that there actually wasn’t that many items they carried. We felt dissatisfied because not only was it made to seem that they had more than what they actually had but that they didn’t carry some things we were looking for. Later as we ventured the Sprint store the employee approached us and asked us about what we were looking for. While he was helping up we were able to get a better glimpse of the face of Sprint. Being a salesman you’d expect to be cleaned up and better taken care of. His outfit had minor imperfections like rips and holes in his pants. His breath smelt kind of bad where you don’t want to continue a conversation unless you’re more than two feet away. Overall while we were a little uncomfortable and grossed out by being helped by this employee we were still not completely …show more content…
We also asked him on comparing one device over the other. In this case it was the Samsung Gear 2 and the Moto 360, which is another smart watch. When asked about that he seemed to take a pause; a pause long enough where I couldn’t tell if the answer he gave me was credible enough for me to take it into consideration. He didn’t seem too sure about everything he was saying many things were repeated in a different way to make it seem like he was giving us new information. We were a little displeased with is knowledge of some of the merchandise in the store. His insecurity on some products brushed off on me where I asked myself “do I really want to get this now?”
Our questions soon came to an end and we let him know that we were ready to go. He politely said “Thank you for coming in!” Was really nice that we came out empty handed and wasn’t mad that we just stopped in for a short round of window-shopping. We were pleased with the departure of the store. Throughout our venture at Sprint overall I’d say we were satisfied with most aesthetic things; the clean anterior and interior, the product placement and the big windows that let you look into the store. While the employee could’ve been more knowledgeable about the smart watches and maybe a tad bit more credible he would’ve been great; he was friendly, nice and somewhat professional. While we were definitely
The beginning of any customer journey starts in the parking lot. Fortunately the parking lot of sprint was well spaced out, had good view to the store, and a very short walk to the entrance of the building. We were content that we didn’t have to fight for parking. We were also highly pleased we only had to take a short walk to enter the building …show more content…
While walking around we noticed that there actually wasn’t that many items they carried. We felt dissatisfied because not only was it made to seem that they had more than what they actually had but that they didn’t carry some things we were looking for. Later as we ventured the Sprint store the employee approached us and asked us about what we were looking for. While he was helping up we were able to get a better glimpse of the face of Sprint. Being a salesman you’d expect to be cleaned up and better taken care of. His outfit had minor imperfections like rips and holes in his pants. His breath smelt kind of bad where you don’t want to continue a conversation unless you’re more than two feet away. Overall while we were a little uncomfortable and grossed out by being helped by this employee we were still not completely …show more content…
We also asked him on comparing one device over the other. In this case it was the Samsung Gear 2 and the Moto 360, which is another smart watch. When asked about that he seemed to take a pause; a pause long enough where I couldn’t tell if the answer he gave me was credible enough for me to take it into consideration. He didn’t seem too sure about everything he was saying many things were repeated in a different way to make it seem like he was giving us new information. We were a little displeased with is knowledge of some of the merchandise in the store. His insecurity on some products brushed off on me where I asked myself “do I really want to get this now?”
Our questions soon came to an end and we let him know that we were ready to go. He politely said “Thank you for coming in!” Was really nice that we came out empty handed and wasn’t mad that we just stopped in for a short round of window-shopping. We were pleased with the departure of the store. Throughout our venture at Sprint overall I’d say we were satisfied with most aesthetic things; the clean anterior and interior, the product placement and the big windows that let you look into the store. While the employee could’ve been more knowledgeable about the smart watches and maybe a tad bit more credible he would’ve been great; he was friendly, nice and somewhat professional. While we were definitely