Description
Find an article about a firm’s current use of IT to enhance its customer’s experience or select a firm you are familiar with in Saudi Arabia or the Middle East. Write a short paper describing the following:
- Where is IT’s enhancement of the customer experience delivering value to the organization?
- What challenges or obstacles does the firm encounter in enhancing the customer experience using IT?
Requirements:
- Your paper should be three to five pages in length, not counting the title or reference pages, which must be included.
- Include at least two scholarly references in addition to the course textbook. The Saudi Digital Library is a good source for resources.
- Your paper must follow Saudi Electronic University academic writing standards and APA style guidelines, as appropriate.
Explanation & Answer
Please find attached. Thank you.
Outline
Introduction
Body
Conclusion
Running Head: CUSTOMER EXPERIENCE
1
Customer Experience
Name
Professor
Institution
Course
Date
CUSTOMER EXPERIENCE
2
Customer Experience
The article explains some of the ways through which the Starbucks Company has
managed to improve the customers experience through the application of information
technology. The company is known for its coffee product which it serves in many countries
across the globe. The CEO explains the different ways through which an improvement has taken
place on the customer's experiences (Lauchlan, 2010). For instance, the firm has realized that the
only way through which they can reach out to a large number of customers and provide them
with quality services will involve the use of social media. The platform has its operations
facilitated through the application of IT since the interconnectivity is facilitated through the use
of systems. Customers have different needs from the corporation a reason why the application of
IT has to take place to ensure that they achieve their goals and objectives.
The company has embraced the use of Facebook for instance where there is its virtual
presence. However, the site has enabled customers to lay their claims and give feedback about
some of the products which they consume from the corporation. On t...