Write a 2,500 word report on the customer experience (CX) strategy of Samsung for their mobile phone product lines

You are required to write a 2,500 word report on the customer experience (CX) strategy of Samsung for their mobile phone product lines. You should base your report on the analysis of their CX strategy in one specific country in which they operate, which you must identify in the introduction to your report.
You should write your report for the Board of Directors. Within the business report, reference should be made to relevant CX concepts, literature and application as appropriate. Only use tables to answer the requirements where it is suggested to do so.
You need to address the following tasks:
1. The importance of customer experience : you should define and explain what is meant by and included under the term customer experience. Appraise the importance of CX in the case of Samsung mobile phones.
2. Customer journey : explain what a customer journey is and why it is important to CS strategy, including the purpose of each of the main elements: journey stage, activities, feelings and needs.
3. Persona creation : explain what a consumer persona is and evaluate its role in developing effective CS strategy. In application to Samsung identify and justify three key, different consumer personas. Select one of the three consumer personas and for this persona provide the following elements in a visual format (table or graphic):
a. Demographics and story
b. Profile
c. Motivations for using a Samsung mobile
d. Goals for using a Samsung
e. Painpoints a Samsung mobile solves

4. Mapping the customer journey (8 marks) In relation to your most significant consumer persona identified in task 3, using a table, map their customer journey. This should include the following:
a. Stages of journey
b. Activities
c. Feelings and needs
d. Potential opportunities for improvement
(Suggested word count: n/a since table format.)
5. Omnichannel marketing : explain what is meant by omnichannel marketing and the role of interaction and customisation in omnichannel marketing. Identify for Samsung mobiles the different marketing channels used and analyse how effective Samsung is in achieving a seamless customer journey.
6. CX performance metrics: identify 5 CX performance metrics and evaluate their importance. This can be presented in table format. Propose and explain which 2 are the most important in the case of Samsung mobiles.
7. CX processes in different industries : briefly compare the CX processes in
Samsung to that of another company of your own choice in another industry and discuss and explain 5 key success factors common to both. Appraise the role of the CX governance in driving successful CX strategy.
8. Conclusion (5 marks): having completed your report provide a conclusion on how effective Samsung’s CX strategy is, using evidence from the previous seven tasks to support your reasoning.
9. Presentation : present your report in a structured and professional manner using Harvard referencing guidelines.

Place your order
(550 words)

Approximate price: $22

Calculate the price of your order

550 words
We'll send you the first draft for approval by September 11, 2018 at 10:52 AM
Total price:
$26
The price is based on these factors:
Academic level
Number of pages
Urgency
Basic features
  • Free title page and bibliography
  • Unlimited revisions
  • Plagiarism-free guarantee
  • Money-back guarantee
  • 24/7 support
On-demand options
  • Writer’s samples
  • Part-by-part delivery
  • Overnight delivery
  • Copies of used sources
  • Expert Proofreading
Paper format
  • 275 words per page
  • 12 pt Arial/Times New Roman
  • Double line spacing
  • Any citation style (APA, MLA, Chicago/Turabian, Harvard)

Our Guarantees

Money-back Guarantee

You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.

Read more

Zero-plagiarism Guarantee

Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.

Read more

Free-revision Policy

Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.

Read more

Privacy Policy

Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.

Read more

Fair-cooperation Guarantee

By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.

Read more
error: