Customer Experience Strategy: Critical Evaluation of a Global Mobile Phone Brand
This assessment requires a 2,500-word business report critically evaluating the customer experience (CX) strategy of one company operating within the global mobile phone industry. Students must select one company from Samsung, Apple, Huawei or Google and analyse its customer experience strategy within one specific country in which the company operates. The report is written from the perspective of a CX consultant and is intended for the Board of Directors of the selected company. Relevant customer experience concepts, academic literature and practical business applications should be incorporated throughout the report. The first part of the report examines the concept of customer experience and its importance to business success. The analysis should consider the role of CX, the mutual benefits created for the company and its customers, the effect of CX on business and financial performance, and specific examples of how the selected brand has used customer experience to achieve competitive advantage. The second part evaluates how the selected company delivers a seamless omnichannel customer experience. This requires consideration of customer personas and customer journey mapping and their contribution to developing an effective customer strategy. Students must create a detailed customer persona based on research and data analysis, covering the profile, goals, pain points and motivations of the selected customer. A customer journey map should then identify stages, needs, activities, feelings, pain points and opportunities for improvement. The report should evaluate the effectiveness of the company's customer journey and suggest practical improvements. The words contained within the recommended customer persona and customer journey map templates are excluded from the 2,500-word limit. The third part evaluates the effectiveness of the company's use of customer experience metrics to measure the quality of its relationship with customers. Students must discuss three CX metrics covered in the module and critically assess their benefits, limitations and relevance to the selected company. The analysis should explain why these metrics would be useful for measuring the mutually beneficial relationship between the company and its customers. The final part critically reflects on the company's ability to create a customer-centric culture in an increasingly digital environment. This includes evaluating CX leadership and CX governance, as well as one additional critical success factor such as people, CX structure, strategy and process, or innovation. The report should conclude by evaluating the overall quality of the company's relationship with its customers and proposing practical ways to improve customer experience in the era of increasing digitalisation. The assessment addresses four learning outcomes relating to the importance of customer experience, organisational CX performance metrics, seamless omnichannel customer journeys and customer experience strategies in the context of rapid digitalisation. The submission must use Harvard referencing and an academic business-report style.
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