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a) Compare and contrast the emerging concepts and practices that underpin the customer experience.
b) Apply the influence of perception to the customer experience of service delivery.

Select 2 separate products or services or any of the following that you have personal experience with that are in the same industry:


2 products, OR

2 services, OR
2 companies, OR
2 institutions, OR
2 venuesOR
2 events


For example: if you select 2 products, one component must represent what you consider to have a ‘poor’ customer experience and the other component a ‘good’ customerexperience.

The aim of essay isto apply CEM conceptsin explaining what made one a poor experience and the other a positive one.

The User Experience of Acer Spin 5 and Lenovo Legion Y530

Customer experience depends on the product quality, features and provided deliverance to customers that perceived some better experience and reality. In this aspect lower quality products are not making their sustainable position as customer experience and contribution to loyalty is not there and there and service quality also not pleased for the customer (Schmitt, 2016). On the other hand, if people get some positives in the product, then they have a brand attachment and that is quite impressive for the company.

In this paper User, 1 and User 2 both have a laptop from different brands and one of them is not satisfied with the product and the other one is very happy with that. The process of positive and negative perception and their explained interpretation with product culture is important in this analysis.

There are two products that have been selected. ‘Lenovo Legion Y530 Laptop’ and ‘Acer Spin 5’ are the two laptops brand and products are the comparison material in this process. User 1 uses Acer Spin 5, which is one of the best products of Acer. On the other hand, User 2 uses Lenovo Legion Y530 Laptop and that is the best gaming laptop in the market. 

§  Short in height

§  Long hair

§  Fair

§  Good understanding

§  Handle any situation

§  The easy flow of dynamics

§  Capable of a small startup

§  Trend loving

§  Smart worker

§  Understand technology and wants to implement this in his innovation

§  Skimming the formation of busy work

§  Use right tools at the right time to deal the process

§  Have no care of money and products

§  Not systematic at all

§  Have no intention of successful dealing in business

§  23-26 years of age

§  Female

§  Graduate

§  Looking for some innovation in life

§  Want to start some start-up business

§  Business background

§  Have experience in co-foundation

§  Major in Economics

§  Love to read books

§  For the startup

§  The expense is not mattered for the person

§  For using the innovative product launched by Acer

§  Have fascination of showcasing

§  Presume to take additional responsibilities

§  To make contact with servicepersons and other contacts

§  The brand is not used by User 1 before

§  User 1 choose “Acer Spin 5” and the product innovativeness attracted the user very much (Acer.com, 2018)

§  The features and productivity expressed by the company is impressive enough in that case and that is the main goal for the User to have the product

The used product of Acer Spin 5 by User 1 is not working properly and there are some problems faced by User 1 in this case. The two major ‘Pain Points’ are Battery problem and Touch Screen problem. These are the major problem found by User 1 and I think software installation process is liable for that issue (Acer.com, 2018). In case of the battery problem, User 1 found that fully charged laptop drained the entire charge for 1 hour, whereas when it charged shows that charge will continue for at least 6-7 hours. The system becomes slow and sluggish; applications are not downloaded properly so a severe problem comes in front of User 1. Another problem is related with touch screen issue in this laptop (Acer.com, 2018). There are some dead zones in the screen that was noticed in this laptop and there is the problem in scrolling also. User 1 tried to contact Acer executives through chat but the quick action was not taken and the problem persists.

The process of Customer Experience Management is not goo in this perspective and User 1 is not happy with the product. Customer experience is important for the company as well, in that case, User 1 experience is not well and thus a negative aspect of vibrant reflected (Rose et al., 2012). This is process harm the company and customer centricity has got a huge setback through the process.

§  Black in Color

§  Huge movie fanatic

§  Game lover

§  Fat

§  Know technologies very well

§  Have strategic thinking

§  Fun loving

§  Single child

§  Good communication skill

§  Trending man

§  Creative mentality

§  No intention of work

§  Understand the value of technology

§  Clear vision

§  Strategic thinking and application

§  Use the better tool to improve the device

§  No busy schedule and no pressure of work

§  No intention to become successful

§  Smart thinker

§  20-22 years of age

§  Man

§  Pursuing graduate

§  Famous in college for online games

§  Average in academics

§  Looking for better devices

§  Best in some online games and traditional games in the laptop, PS4 and all

§  Have no idea to start any kind of business

§  Innovation in games is accepted 

§  Doing major in English

§  Love to watch adventure and sport movies

§  For gaming

§  All sorts of high-resolution games are the main target

§  Innovation of Lenovo

§  Customer experience with Lenovo and he has the trust over the brand

§  The money is not an issue

§  The aspect of brand awareness

§  Huge promotion of the company and best gaming laptop in the market

§  The additional features are also important and best graphics help in watching the movie also

§  User 2 choose “Lenovo Legion Y530 Laptop” and the NVIDIA GTX graphics is the latest generation process in laptop (Lenovo.com, 2018)

Product Comparison of Acer Spin 5 and Lenovo Legion Y530

The prime ‘touch' points of the product are the precision engineering performance and gaming connectivity of the product. These two are the best way to analyze the product specification. The laptop has changed the gaming perspective through the process and the new look has been imposed through this. 24mm thin along with the 2.3 kg of weight laptop balances gaming performance and practice profitability (Lenovo.com, 2018). The process extra gaming facility is needed by the User and the product delivers that, so this is the ‘touch; the point of the product. On the other hand, precision in engineering is also high in class. 8th Generation Intel Core i7-8750H Processor and NVDIA GeForce GTX 1050 and 52.5 WHr battery are the basic specifications of the ‘touch' point that defines the products as the best in the market (Lenovo.com, 2018).

The aspect of customer centricity is the basic tactics use in this process and customer experience management aligns with that. The customers those are attracted by games and love the innovation and technological implementation in their laptops are only centered by the product but others are not (Homburg, Jozi? & Kuehnl, 2017). So a thin line of differentiation is there and that influenced on the journey of the customer. The aspect of customer journey delivers the segmentation of customers and engages selected customers with the product and that is the key CEM process that aligns with this product (Fatma, 2014). 

In case of product comparison, Lenovo Legion Y530 Laptop is better than Acer Spin 5. User 2 s quite satisfied than User 1 and product specification and product quality is better as per the feedback of the user and thus consequences derived from that process. 

Conclusion

Therefore it can be concluded that product quality and sustainability is the key matter that customer experience is persisted on. The quality of the product is the important and competitive advantage is gained by one of the product. Brand management and perception for the company is always for the customers and company wants that customer will satisfy by their products.

References

Acer.com (2018) Spin 5 retrieved from: https://www.acer.com/ac/en/AU/content/series/spin5 [Accessed on 3rd July, 2018]

Fatma, S. (2014). Antecedents and consequences of customer experience management-a literature review and research agenda. International Journal of Business and Commerce, 3(6), 32-49.

Homburg, C., Jozi?, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377-401.

Lenovo.com (2018) Legion Y530 retrieved from: https://www3.lenovo.com/us/en/laptops/legion-laptops/legion-y-series/Lenovo-Legion-Y530-15ICH/p/81FV0015US [Accessed on 3rd July, 2018]

Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308-322.

Schmitt, B. (2016). Customer experience management. Handbuch Sozialtechniken der Kommunikation: Grundlagen–Innovative Ansätze–Praktische Umsetzungen, 1-13.

Cite This Work

To export a reference to this article please select a referencing stye below:

My Assignment Help. (2021). Product Comparison: Acer Spin 5 Vs Lenovo Legion Y530 Laptop. Retrieved from https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/product-selection.html.

"Product Comparison: Acer Spin 5 Vs Lenovo Legion Y530 Laptop." My Assignment Help, 2021, https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/product-selection.html.

My Assignment Help (2021) Product Comparison: Acer Spin 5 Vs Lenovo Legion Y530 Laptop [Online]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/product-selection.html
[Accessed 14 July 2024].

My Assignment Help. 'Product Comparison: Acer Spin 5 Vs Lenovo Legion Y530 Laptop' (My Assignment Help, 2021) <https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/product-selection.html> accessed 14 July 2024.

My Assignment Help. Product Comparison: Acer Spin 5 Vs Lenovo Legion Y530 Laptop [Internet]. My Assignment Help. 2021 [cited 14 July 2024]. Available from: https://myassignmenthelp.com/free-samples/biz104-customer-experience-management/product-selection.html.

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