Customer Experience Assignment Example | Topics and Well Written Essays - 5000 words

Customer Experience - Assignment Example The second factor is again divided into derived service expectation which means expectation influenced by family, friend, managers, supervisors or peers and personal service philosophy which is customer’s generic thoughts or perception towards a service or product. Other factors that influence adequate and desired service expectations are explicit service promises made by the organizations personally through salesperson or impersonally through advertisements, implicit service promises which are presumed through the price level or the intensity of the after sales service of the product which increases the expectation. Then the word of mouth and past experiences also affects the customer expectation.The customer expectation depends of the segments of customers and their need. Therefore the role of marketing is to strategize the marketing plan, segment the market, target and position a product or a service in a way that would increase the value proposition of it leading to higher customer expectation and satisfying its customers. In the company Ooredoo Qatar, the customer segments I have chosen are the White collar and Blue collar. White collar customers are managers and professionals whereas blue collars are mostly skilled and unskilled labors. The white collars are generally the educated, mid level and high level management employees hailing from Qatar and the blue collars are the low-cost workers outsourced from developing countries like China or India to work in Qatar. Therefore both have different service expectation.