Group 6.3 - Customer Experience by Đào Duy Tùng https://padlet.com/duytung27072005/1soybvv1j3qunhbv en-us 2025-10-16 04:22:12 UTC 2025-10-16 04:46:37 UTC hello@padlet.com Profile duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635087188 Name: Huy

Age: 20

Location: Hanoi, Vietnam

- Job: International student & Basketball player

- Hobby: buying shoes, clothing, sporting stuff at physical store 

- Value: directly check quality product, customer service rating, detailed customer consulting, no shipping cost

- Frustrations: low quality product, dirty store, overly pushy sales staff


]]> 2025-10-16 04:24:19 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635087188 Commitment duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635090869 The store commits that all items are 100% genuine and always has professional staff who are knowledgeable about sports products (especially basketball) for direct consultation. Commitment to in-store quality and advisory service is a top priority.

]]> 2025-10-16 04:26:32 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635090869 Fulfilment duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635091457 Huy receives exactly the product he chose with perfect quality (no defects, no dirt) as inspected at the counter, and it is bagged in clean, high-quality packaging. Ensuring the product quality is exactly as seen (Value: directly check quality product

]]> 2025-10-16 04:26:53 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635091457 Seamlessness duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635092037 The process of shopping, trying on clothes, and payment at the store is fast, easy, and free from excessive, overly enthusiastic sales pitches. The store environment is always clean and spacious, allowing Huy to focus on the product and consultation service (Frustration: poorly maintained/dirty store, overly pushy sales staff). 


]]> 2025-10-16 04:27:13 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635092037 Responsiveness duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635092973 When Huy has a question or needs an assessment on shoes/apparel (e.g., size consultation, sole type suitable for his court), staff must respond/advise immediately, offering professional and helpful input. The speed and quality of the consultation service are the measure of responsiveness (Value: service evaluation, customer consultation). 


]]> 2025-10-16 04:27:47 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635092973 Proactivity duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635093930 The store proactively sends messages/emails/notifications about new basketball shoe models or special student/athlete discount programs before they are widely advertised. Or proactively checks on the experience after purchase without Huy having to complain. 


]]> 2025-10-16 04:28:24 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635093930 Evolution duytung27072005 https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635094604 The system continuously improves by adding in-store services such as a dedicated shoe testing area (with a mini court for testing), professional complimentary shoe care/cleaning services, or using AR technology to view new colour options for products. (Value: directly check quality product, no shipping fee - evolution focuses on enhancing the in-store service). 


]]> 2025-10-16 04:28:47 UTC https://padlet.com/duytung27072005/1soybvv1j3qunhbv/wish/3635094604