1. + The Customer Experience By: Adriana Rios

2. + Executive Summary Brand Overview Purpose Represent brand(s) that do/do not provide an excellent customer experience. Basis of Perspective Customer Satisfaction Numerical Support Data (Charts, Graphs, Tables ) Definition Brand: The process involved in creating a unique name and image for a product in the consumers’ mind, mainly through advertising campaigns with a consistent theme. Branding Significant Presence Attracts & Retains Loyal Customers Tangible/Intangible Attribute Psycho-Sociology Variations Businesses Firms Universities Hospitals Celebrities

3. + Wal-Mart Summary Fails Provide Excellent Customer Experience Brand Ranked No. 1 “Worst Customer Satisfaction Ratings for 2013” Performance “Worse than Average” ASCI Rankings of Department and Discount Retailers Ranked 71 7 th year Lowest Score “A decade of low customer satisfaction ratings demonstrates that low price does not does compensate for quality,” writes ACSI in its report, “neither in merchandise nor in service.”

4. + Wal-Mart

5. + Emirates Airlines Brand Ranked No. 1 2013 World Airline Awards World’s Best Airlines Top 100 Attributes Aesthetics Luxury Feel Entertainment Buffet Bar Shower Innovative Summary Achieves overall customer experience & satisfaction.

6. + Emirates Airlines

7. + Disney Cruise Line Brand Customer Satisfaction Score J.D. Power Report 871 on a 1,000 point scale Average (824) Significantly higher Brand Relevance Renowned worldwide Strong Reputation Financial Performance Social Responsibility Leadership Summary Succeeds Excellent Customer Experience

8. + Disney Cruise Line

9. + Questions?