The general model of customer experience includes five steps and can be applied to any exchange, whether the exchange is complex, such as buying a computer, or simple, such as getting your morning coffee from Tim Hortons

^{Think about a recent purchase you made for something above $100. Recount your experience by listing what happened in each step of the experience.}

Rubrics: (12 points)

Knowledge and understanding of 5 steps in exchange 3 points

Application to your buying experience in each step 3 points

Analysis of each step 3 points

Evaluative approach 3 points

\begin{tabular}{|c|} \hline Need Recognition \\ \hline Purchase/Conversion \\ \hline Post-Purchase/Conversion Evaluation and Behaviour \\ \hline \end{tabular}