Redbubble is an Australian company in the retail sector who provides a variety of products in cloths such as leggings, t-shirts, scarves, cushions, skirts and many more (Anne Sen, 2010). This company also provide online services to their customers and sell almost products online only. My experience with this company was not so good because it sells only a particular number of products and does not satisfy the needs of customers sometimes. The quality of the products is also poor in nature. When they are providing the services online then it does not fulfill the actual requirements of customers.
On another side, Coles Group Limited is a public company in retail sectors and operated numerous retail chains. It also sells the quality of products, especially in clothing and homewares. This company provides online services to their customers regarding the purchasing of products (Baumann, Elliott & Hamin, 2011). My experience with this company is good. This company sells the quality of cloths as it sells a variety of products such as shirts, jeans, tops and many more.
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I have to face poor experience with Redbubble company because it is not selling the good quality of products. For me, I found the difficulty in purchasing branded clothes as compared to others. The prices of the clothes are reasonable so that middle-class people can buy these products. In this company sometimes the employees are not providing the quality of services. The company does not sell the products on bargaining so sometimes it is difficult for me to purchase the products at a high price.
In Coles Group limited sometimes it gives me bad experience regarding the services. This company does not deliver the products within the time period. So it is difficult for me to purchase them online. Through this, it also wastes my time and money. Sometimes the clothes of this are retained for a long period of time. The sales are not providing the actual information from where the raw materials are consumed. Whenever I purchase the products from this store they provide the best services and provide the actual information that what raw materials have been used. This company is also not providing the original bill when the clothes are purchased from the stores.
The customer experience management is the collection of the process of a company where all the organization is trying to interact with the customers so that they can provide the number of products according to the consumer needs. The concept of CEM is very for the organization through this they can provide the number of products and services.
Coles Group Limited Company
The prices of the clothes are so high so sometimes it is difficult for me to purchase the products.
My poor experience with this company because it does not deliver the goods within the time period so it wastes my time.
My experience was poor with both the company because they actually do not know the actual meaning of CEM. Redbubble is offering the products at a large range which can fulfill the needs of customers. But the quality of services is not providing by the employees. Both the companies are not providing according to the needs and charging the premium amount for their services. For the middle-class people, they have to provide the products and services at reasonable prices so that every person can use these services.
When I purchase the products from the company I find out that Redbubble is selling the high quality of clothes at a reasonable price. It offers a variety of products such as t-shirts, cushions, skirts, and men more. But for the jeans or shirts, I have to go to the retail store of the Cole group company. While providing the quality of products it gives me a positive experience that I can buy more products from these stores. In both the retail stores I found that the working environment of employees is positive and they are performing their job perfectly.
In positive experience, the customer experience management is viewed as to make a point of differentiation about the products. Both companies are analyzing the customer experience which is giving them an opportunity to gain a competitive advantage. Good customer experience is giving them so many advantages to both the organization and customers feel happy to buy the products again and again from these stores. I found so many advantages such as those customers are happy with the products and services they are loyal customers and one of them I also there. The organization has created differentiated of the price according to the needs I do not find any difficulty that the price of this product is how much.
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My experience was better with Redbubble company because it has open a number of stores so whenever I want the buy the products of this company it is easy for me to purchase the cloths form any retail stores. But in the Coles group company, it also sells the products of homeware so it does not provide cloths in quality and the services of employees also very bad.
Redbubble company is providing the cloths according to the needs of customers and it clearly shows that they trained the employees from time to time so that they all are able to provide the quality of services to customers and retain them for a long period of time. The raw materials which are using by this company are offering the quality of cloths that are good as compare with the Coles group company. On the other side, the Coles group company is not providing the proper training programs to employees not even to sales managers to provide the quality of services to customers.
From the above, it is concluded that for both the organization it is important to provide the quality of cloths to retain in the competitive market. Redbubble wants little more improvement in the services so that they can maintain effective communication with customers. On another side, the Coles group company has to trained their employees so that they can provide the quality of services to customers and this company should also provide the original bill through this they can build loyalty with customers.
- Anne Sen, B. (2010). Reflective writing: a management skill. Library management.
- Baumann, C., Elliott, G., & Hamin, H. (2011). Modeling customer loyalty in financial services: a hybrid of formative and reflective constructs. International Journal of Bank Marketing. Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience.
- Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services marketing.
- Rose, S. and et. al., (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing.
- Solomon, M. R. (2014). Consumer behavior: Buying, having and being (Vol. 10). Engelwood Cliffs, NJ: Prentice-Hall.