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Customer Experience Analysis for Dimples Babywear

This report analyzes the customer experience model for Dimples Babywear, a high-end babywear brand in New Zealand. The report examines the brand's online and in-store customer experience, website design, communication, merchandising, and security/privacy. It also compares the customer experience map with the actual virtual experience, identifying areas of improvement.

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Customer Experience Analysis for Dimples Babywear

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  1. REPORT PREPARED FOR:DimplesBabywearLimitedREPORT TITLEAssignment1:CustomerExperienceModelAnalysisBY YidanDengMBUS/POSTGRADUATE DIPLOMA IN BUSINESSAPMG 8119: DIGITAL ENTERPRISESemester 2, 2018

  2. BusinessBackgroundofDimples NewZealandhighendbabywearbrand Localfamilybusiness NewZealandMade RetailstoreandOnlinestore

  3. CustomerExperienceMapofDimplesbrand • Newwebsitelaunched • Appropriatemerchandising • Goodonlinecustomerservicesexperience • Highsecurity/Privacylevel • Deliveryontime • Exchangeandreturnpolicy • Productspresentation

  4. DimplesOnlineStoreCustomerExperience Brandreputation/Friendsanddoctorrecommendation/previousexperiencewithDimples(onlineorinstore) Websitepageeasytounderstandandhighprivacylevel Greatproductspresentation • Latedelivery/Wrongaddresstosend • Latecommunicationrespond

  5. CustomerExperienceMapVSRealVirtualityExperience WebsiteDesign Communication Merchandising Security/Privacy CustomerExperienceMap Trust Satisfaction Loylty • Dimplesbrandreputation • Previousexperiencewiththem • Friendsandfamiliesmakeimpact • Deliveryservice • ExchangeandReturnpolicy • Packagepresentation

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