Question

4. explain why consumers may experience "post purchase dissonance" Propose a customer service program to reduce the chance that consumers experience dissonance after they purchase personal computers on 'Black Friday"

Answer 1

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Post Purchase Dissonance is when the customer's state of the mind and perception is quite uneasy after purchasing the product or service offering of the brand. In simple words, Post purchase dissonance is the state of customer mind when they are dissatisfied with their purchase of product.

for example- i purchase a Mobile phone say apple Iphone X but after few days of its use i regret my decision.

The reasons customers experience this state because a large number of alternatives available, good performance of alternatives or attractiveness of alternatives, poor after sales service from company side, expectation of customer's need are not satisfied etc.

for example- Instead of buying Iphone X i could buy Samsung Note 10 at lower price with high end features.

The customer service program  to reduce the chance that consumers experience dissonance after they purchase personal computers on 'Black Friday"

Offer variety of branded personal computers at low or discounted price so that customers can choose the best computer under their budget .

Offer exceptional customer service to customers by listening their needs and show the best PC which meet or outrun their expectation in positive manner.

Offer PC from Company which offer warranty, and exceptional customer care support like onsite warranty by replacing damage parts etc.

offer exciting offers like fee accessories like headphones, bluetooth keyboard and mouse, original antivirus etc with purchase.

Offer exchange and return option to customers on Black friday for few days say 7 days after the use if they are not satisfied.

these few points in customer service will help to reduce post purchase dissonance and improve customer experience.

note- Please Leave a THUMBS UP if it helps you.It also helps me. I appreciate that...thank you..