Customer Experience, Essay Example

My friend Jenny is a huge perfume enthusiast and has over hundred fragrances in her collection. One of her favorite perfume brands is L’ArtisanParfumeurs (L’Artisan) which was one of the first niche brands in the fragrance industry at the time of its founding.L’Artisan recently had clearance sales and it was a dream true for Jenny since six of the fragrances she has had her eyes on for some time were at huge discounted prices. Jenny bought all those six and she specifically read during the online checkout process that the company won’t charge credit card until the items have been shipped. A day later, she noticed that the full amount had been charged to her credit card which was a sign her whole order has been processed. Same day she received email notification that half of the order had been shipped.

When Jenny received her shipment, the receipt only indicated that half of her order had been fulfilled but said nothing about other items so Jenny assumed they would simply be shipped from another location. Five days passed and Jenny heard nothing about the rest of the order through email. She went on the company’s website but there was no functionality on the website that allows customers to check their order history and status as most e-commerce websites do. She emailed the company and didn’t receive any reply for two days. She would send another two emails before she got reply and was told the other items were out of stock and she would be refunded. Jenny was shocked at the level of customer service demonstrated by L’Artisan. Jenny has resolved to never do business with L’Artisan again and has even posted about her experience on Facebook where she found many similar complaints.

There are several factors that contributed to a disappointing experience for Jenny.First of all, Jenny had a minimum level of customer service expectations from L’Artisan, given the product reputation of the company. Jenny’s expectations were also formed by the level of customer service provided by L’Artisan’s competitors. Another factor was poor communication by the company she showed lack of concern for the customers. Jenny was also disappointed that L’Artisan has allocated inadequate resources to its marketing activities which may be even less than smaller and newer niche brands. This explains why L’Artisan is doing a poor job of engaging with customers.