Importance of Customer Experience in Samsung
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This article discusses the importance of customer experience in Samsung and its impact on the company's growth. It covers topics such as customer persona creation, mapping the customer journey, omni channel marketing, CX performance metrics, and CX processes in different industries. The article provides insights into how Samsung focuses on enhancing customer experience through digital marketing and strategic innovation.
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TABLE OF CONTENT
INTRODUCTION......................................................................................................................3
The importance of customer experience.................................................................................4
Consumer persona creation....................................................................................................4
Mapping the customer journey...............................................................................................5
Omni channel marketing........................................................................................................6
CX performance metrics.........................................................................................................7
CX processes in different industries.......................................................................................8
CONCLUSION..........................................................................................................................9
RERENCES...............................................................................................................................9
INTRODUCTION......................................................................................................................3
The importance of customer experience.................................................................................4
Consumer persona creation....................................................................................................4
Mapping the customer journey...............................................................................................5
Omni channel marketing........................................................................................................6
CX performance metrics.........................................................................................................7
CX processes in different industries.......................................................................................8
CONCLUSION..........................................................................................................................9
RERENCES...............................................................................................................................9
INTRODUCTION
Customer experience plays strong role in today’s competitive industry where
Samsung is one of the best electronics companies widely investing to bring on best functional
scale expertise and productive customer target market services. The report will be analysing
customer experience importance, analysis on customer persona and varied factors within
customer journey map which further brings on larger pace. Research will be also examining
focus towards omni channel marketing factors, CX performance metrics and various
procedures within functional evolving role of CX processes within industry. Study will
conduct in detail analysis on CX factors implementation at Samsung and how varied larger
scale expertise is evolved.
The importance of customer experience
Importance of customer experience plays strong role for strengthening varied larger
goals which further extensively plays role fir larger technical fundamental working specific
functional parameters. Customer experience has varied strengthened role for bringing on best
functional scale connective goals worked on, which further enhances scope on goodwill
targets and extensively builds stringent pace. Samsung has been innovatively heading
towards customer experience enhanced working parameters, for bringing on larger productive
targets worked on strategically which further upheavals best quality benchmarks. Analysing
customer experience plays strong role for strengthening bets functional rise competitively,
which enhances scope for stronger primitive connective benchmarks actively. Samsung has
been investing towards best customer experience management by digital marketing expertise
factors, where it aims to further extend best scale rise competitively within dynamic industry.
The brand imperative innovation scenarios functionally evolves on for strengthening best
scale rise functionally, where best yielding competencies enhances functional working
operational innovation (Sayuti and Sukaatmadja, 2020).
Digital marketing play strong role for strengthening best customer experiences
factors, where further technical innovation scales up larger technical strengthened scope
within longer time periods. Samsung heads on strong focus for pertaining larger vivid
corporate engagement targets, to yield on specific engagement among customers services and
expand channels digitally for vivid stringent connective diversity.
Customer experience plays strong role in today’s competitive industry where
Samsung is one of the best electronics companies widely investing to bring on best functional
scale expertise and productive customer target market services. The report will be analysing
customer experience importance, analysis on customer persona and varied factors within
customer journey map which further brings on larger pace. Research will be also examining
focus towards omni channel marketing factors, CX performance metrics and various
procedures within functional evolving role of CX processes within industry. Study will
conduct in detail analysis on CX factors implementation at Samsung and how varied larger
scale expertise is evolved.
The importance of customer experience
Importance of customer experience plays strong role for strengthening varied larger
goals which further extensively plays role fir larger technical fundamental working specific
functional parameters. Customer experience has varied strengthened role for bringing on best
functional scale connective goals worked on, which further enhances scope on goodwill
targets and extensively builds stringent pace. Samsung has been innovatively heading
towards customer experience enhanced working parameters, for bringing on larger productive
targets worked on strategically which further upheavals best quality benchmarks. Analysing
customer experience plays strong role for strengthening bets functional rise competitively,
which enhances scope for stronger primitive connective benchmarks actively. Samsung has
been investing towards best customer experience management by digital marketing expertise
factors, where it aims to further extend best scale rise competitively within dynamic industry.
The brand imperative innovation scenarios functionally evolves on for strengthening best
scale rise functionally, where best yielding competencies enhances functional working
operational innovation (Sayuti and Sukaatmadja, 2020).
Digital marketing play strong role for strengthening best customer experiences
factors, where further technical innovation scales up larger technical strengthened scope
within longer time periods. Samsung heads on strong focus for pertaining larger vivid
corporate engagement targets, to yield on specific engagement among customers services and
expand channels digitally for vivid stringent connective diversity.
Consumer persona creation
Consumer persona creation is widely essential aspect where key traits of large
segments within customer market share can be identified, which keenly evolves on building
best work growth benchmarks and web analytics. Samsung in relation to CX strategy has
been heading on towards identifying customer persona for strengthening productive edge
benchmarks, larger connective diversity goals actively. Vision is to enhance brand image,
sales revenue targets and further larger determinants connected to goodwill domains where
customer persona plays specific keen role for primitive best services.
Factors of building
customer persona
In detail
Profile Samsung products and services are best for all age groups,
with easy applications and profound strengthened productive
edge benchmarks the company has been able to functionally
enhance corporate structure informatively.
Motivations for using
Samsung
Motivations for using Samsung can be understood with its
best functional rise on specific customer services, best
commercial acumen services expertise and larger scale high
range of price affordability factors. This further also heads
on profound focus among operative innovation, strategic
connective benchmarks (Eigenraam, Eelen and Verlegh,
2021).
Pain points Samsung mobile
solves
Very affordable price value and effective electronics
services further plays specific role to generate better brand
value within competitive electronics industry. Samsung
android phones are also easy to handle with best capacities
and memory, camera working standards which further
connectively strengthens productive goals.
Mapping the customer journey
The customer journey mapping can be understood as totality of cognitive, affective,
sensory and behavioural consumer responses during all stages of the purchasing process
including pre purchase and post purchases stages. In relation to consumer persona, customer
Consumer persona creation is widely essential aspect where key traits of large
segments within customer market share can be identified, which keenly evolves on building
best work growth benchmarks and web analytics. Samsung in relation to CX strategy has
been heading on towards identifying customer persona for strengthening productive edge
benchmarks, larger connective diversity goals actively. Vision is to enhance brand image,
sales revenue targets and further larger determinants connected to goodwill domains where
customer persona plays specific keen role for primitive best services.
Factors of building
customer persona
In detail
Profile Samsung products and services are best for all age groups,
with easy applications and profound strengthened productive
edge benchmarks the company has been able to functionally
enhance corporate structure informatively.
Motivations for using
Samsung
Motivations for using Samsung can be understood with its
best functional rise on specific customer services, best
commercial acumen services expertise and larger scale high
range of price affordability factors. This further also heads
on profound focus among operative innovation, strategic
connective benchmarks (Eigenraam, Eelen and Verlegh,
2021).
Pain points Samsung mobile
solves
Very affordable price value and effective electronics
services further plays specific role to generate better brand
value within competitive electronics industry. Samsung
android phones are also easy to handle with best capacities
and memory, camera working standards which further
connectively strengthens productive goals.
Mapping the customer journey
The customer journey mapping can be understood as totality of cognitive, affective,
sensory and behavioural consumer responses during all stages of the purchasing process
including pre purchase and post purchases stages. In relation to consumer persona, customer
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journey mapping plays huge role for further identifying best functional targets among
preferences and to serve premium quality. Samsung has been investing towards best strategic
innovation and imperative quality structure growth parameters, where stages of journey can
be analysed as follows (Meng and Sidin, 2020).
Mapping customer journey In detail factor
Stages of journey Awareness, Consideration, Purchase, Retention, and
Advocacy are the stages within customer journey map which
further brings on varied new advanced scale rise
informatively among customer’s specific choices. Samsung
has been further heading on strong focus for investing best
resources for identifying stages within customer journey map.
Activities: Samsung has been bringing best productive activities such as
promotion of electronics, rise on further consistency within
marketing parameters. Activities such as digital channels
analysis, enables Samsung to further leverage best working
targets for strengthening consumer confidence aspects.
Feelings and needs Samsung focuses on identifying feelings and needs among
customers by analysing aspects where choices and facilities
among electronics are widely diversified. Customers specific
working needs and key preferences are analysed, where
electronics are vastly advanced based on smart phone users
needs. This heads on lager stringent connective benchmarks
for technical innovation and quest operatives factors for
longer time factors .
Potential opportunities for
improvement
Samsung further has more opportunity to expand commercial
channels by heading on towards best technical innovation
goals. The businesses has to be further diversified, expanded
among large stringent channels with best KPI at stake for
larger profound rise actively.
By heading on customer journey mapping Samsung has further scope to invest on
integral best technologies and further also expand key strengths for best innovative skilled
services efficacy targets. Samsung is known to be one of the most used electronics brand
preferences and to serve premium quality. Samsung has been investing towards best strategic
innovation and imperative quality structure growth parameters, where stages of journey can
be analysed as follows (Meng and Sidin, 2020).
Mapping customer journey In detail factor
Stages of journey Awareness, Consideration, Purchase, Retention, and
Advocacy are the stages within customer journey map which
further brings on varied new advanced scale rise
informatively among customer’s specific choices. Samsung
has been further heading on strong focus for investing best
resources for identifying stages within customer journey map.
Activities: Samsung has been bringing best productive activities such as
promotion of electronics, rise on further consistency within
marketing parameters. Activities such as digital channels
analysis, enables Samsung to further leverage best working
targets for strengthening consumer confidence aspects.
Feelings and needs Samsung focuses on identifying feelings and needs among
customers by analysing aspects where choices and facilities
among electronics are widely diversified. Customers specific
working needs and key preferences are analysed, where
electronics are vastly advanced based on smart phone users
needs. This heads on lager stringent connective benchmarks
for technical innovation and quest operatives factors for
longer time factors .
Potential opportunities for
improvement
Samsung further has more opportunity to expand commercial
channels by heading on towards best technical innovation
goals. The businesses has to be further diversified, expanded
among large stringent channels with best KPI at stake for
larger profound rise actively.
By heading on customer journey mapping Samsung has further scope to invest on
integral best technologies and further also expand key strengths for best innovative skilled
services efficacy targets. Samsung is known to be one of the most used electronics brand
where electronics are widely technically advanced, competitively evolving towards best
scaled functional goals (Cambra-Fierro and et.al, 2021).
Omni channel marketing
Omni channel marketing refers to multichannel sales approach aspects that further
provides customer with integrated shopping experience for strengthening wider scale
functional goals Customers who shop from online within desktop and phone, are provided
with direct sales services and experience is further seamlessly innovative to provide the
further connective best sales promotions. Samsung as one of the fastest growing company has
been investing within omni channel marketing, for strengthening best customers target
market aspects to reach towards best strategic customers markets effectively within larger
time market paradigms. Omni channel marketing works as one of the best approach within
todays competitive digital marketing world, where customers with complete seamless and
integrated shopping experience form first touch point till the last . Each digital channel works
together with goals of company to further provide unified message , where Samsung aims to
provide customers with best digital expertise services. Omni channel has varied benefits
where Samsung uses it to directly enhance customer’s interaction with services, where digital
channels through phone numbers, emails and varied other aspects are worked on. It enables to
enhenace brand value goals, generate large range of customer loyalty parameters within
business run within longer time periods, to develop larger scale functional growth goals
innovatively on wider determinants goals. Omni channel has further also diversified specific
working engagement aspects among customers buying experiences, and to further expand
commercial efficacy parameters skilfully (Muliansyah, Cahyono and Siagian., 2021).
Omni channel strategies are adopted by Samsung to improve customer brand loyalty,
strengthen vision oriented benchmarks among quality aspects within digital services and
content personalisation goals actively. It is also further known as word of mouth marketing,
where Samsung has been operatively expanding to bring on best technologies within business
scale functional rsie informatively. Omni channel enables to personalise varied experiences
for customers effectively, based on specific preferences and larger specific working quest
targets for strengthening best functional expertise working goals. This further also connects
focus towards functional scale rise on digital marketing goals, communicating brand image
services which further strengthen brand image functional goals. It can be also analysed that
Samsung electronics services are further best scale evolved to primitively build, larger
functional goals and to strengthen up best synergies as per larger determinants actively. Omni
scaled functional goals (Cambra-Fierro and et.al, 2021).
Omni channel marketing
Omni channel marketing refers to multichannel sales approach aspects that further
provides customer with integrated shopping experience for strengthening wider scale
functional goals Customers who shop from online within desktop and phone, are provided
with direct sales services and experience is further seamlessly innovative to provide the
further connective best sales promotions. Samsung as one of the fastest growing company has
been investing within omni channel marketing, for strengthening best customers target
market aspects to reach towards best strategic customers markets effectively within larger
time market paradigms. Omni channel marketing works as one of the best approach within
todays competitive digital marketing world, where customers with complete seamless and
integrated shopping experience form first touch point till the last . Each digital channel works
together with goals of company to further provide unified message , where Samsung aims to
provide customers with best digital expertise services. Omni channel has varied benefits
where Samsung uses it to directly enhance customer’s interaction with services, where digital
channels through phone numbers, emails and varied other aspects are worked on. It enables to
enhenace brand value goals, generate large range of customer loyalty parameters within
business run within longer time periods, to develop larger scale functional growth goals
innovatively on wider determinants goals. Omni channel has further also diversified specific
working engagement aspects among customers buying experiences, and to further expand
commercial efficacy parameters skilfully (Muliansyah, Cahyono and Siagian., 2021).
Omni channel strategies are adopted by Samsung to improve customer brand loyalty,
strengthen vision oriented benchmarks among quality aspects within digital services and
content personalisation goals actively. It is also further known as word of mouth marketing,
where Samsung has been operatively expanding to bring on best technologies within business
scale functional rsie informatively. Omni channel enables to personalise varied experiences
for customers effectively, based on specific preferences and larger specific working quest
targets for strengthening best functional expertise working goals. This further also connects
focus towards functional scale rise on digital marketing goals, communicating brand image
services which further strengthen brand image functional goals. It can be also analysed that
Samsung electronics services are further best scale evolved to primitively build, larger
functional goals and to strengthen up best synergies as per larger determinants actively. Omni
channel marketing personalises most crucial elements of omni channel marketing, where
customers interaction are further worked on strategically by serving as per the best functional
goals. Automation and analysis tools within digital technology are further worked on for
creating seamless purchase and after sales procedures, for synchronised best scale
competencies effectively within longer run. Omni channels of marketing also tracks metrics
of customers shopping experience, where further technical strengthened scope is worked on
strategically for larger productive growth and to hold best digital expertise parameters.
CX performance metrics
Customers experience performance metrics enables Samsung to analyse the company
services experiences, where strategic connective benchmarks are further connectively
evolved on for larger scale strengthened scope innovatively. With high competitive business
world evolving among dynamic industry, it is crucial to analyse customer performance
metrics where it enables to identify best scale rise functionally within industry targets. Some
of the best CX experience metrics tools used by company are as follows, where aim is to
derive larger functional goals profoundly and to strengthen up market presence deriving best
revenue goals.
Net promoter score: It is one of the best CE performance metric and growth indicator
within digital marketing aspects where further customer satisfaction is analysed
among productive services sales standards (Almeida and et.al, 2021).Samsung uses to
identify brand loyalty among customers, recommendations factors for strengthened
scope and to yield on towards larger functional scale connectivity paradigms. NPS
surveys enable to identify customers likely aspects when their recommendations
enhances products, services and brands to other people competitively. NPS further
enables to generate bets scale analysis on customer market factors, for pertaining
towards larger functional goals actively within market paradigms. Customer satisfaction score: The CSAT stands for customer satisfaction score
aspects, where metric enables to directly measure customer satisfaction levels
informatively within competitive industry domains. CSAT survey are ideally also
used, for analysing clients with action on how business aspects are evolving within
products and services. Samsung aims to analyse best CSAT score, for gaining market
response goals and also for strengthening longer retention among brand value and
goodwill factor within revenue goals as per company determinants. Samsung aims to
further extensively bring on functional rise profoundly within determinants of
customers interaction are further worked on strategically by serving as per the best functional
goals. Automation and analysis tools within digital technology are further worked on for
creating seamless purchase and after sales procedures, for synchronised best scale
competencies effectively within longer run. Omni channels of marketing also tracks metrics
of customers shopping experience, where further technical strengthened scope is worked on
strategically for larger productive growth and to hold best digital expertise parameters.
CX performance metrics
Customers experience performance metrics enables Samsung to analyse the company
services experiences, where strategic connective benchmarks are further connectively
evolved on for larger scale strengthened scope innovatively. With high competitive business
world evolving among dynamic industry, it is crucial to analyse customer performance
metrics where it enables to identify best scale rise functionally within industry targets. Some
of the best CX experience metrics tools used by company are as follows, where aim is to
derive larger functional goals profoundly and to strengthen up market presence deriving best
revenue goals.
Net promoter score: It is one of the best CE performance metric and growth indicator
within digital marketing aspects where further customer satisfaction is analysed
among productive services sales standards (Almeida and et.al, 2021).Samsung uses to
identify brand loyalty among customers, recommendations factors for strengthened
scope and to yield on towards larger functional scale connectivity paradigms. NPS
surveys enable to identify customers likely aspects when their recommendations
enhances products, services and brands to other people competitively. NPS further
enables to generate bets scale analysis on customer market factors, for pertaining
towards larger functional goals actively within market paradigms. Customer satisfaction score: The CSAT stands for customer satisfaction score
aspects, where metric enables to directly measure customer satisfaction levels
informatively within competitive industry domains. CSAT survey are ideally also
used, for analysing clients with action on how business aspects are evolving within
products and services. Samsung aims to analyse best CSAT score, for gaining market
response goals and also for strengthening longer retention among brand value and
goodwill factor within revenue goals as per company determinants. Samsung aims to
further extensively bring on functional rise profoundly within determinants of
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customer satisfaction goals for larger technical scope. It can be understood that CSAT
also expands functional rate for competitive edge marketing aspects, and to leverage
larger vision oriented targets actively with best scale connective rise. Samsung has
been bringing on best scale functional rise, on keeping up with best customer services
and for generating larger technical productive edge benchmarks (Situmorang and
et.al, 2021). Customer effort score: Good CES defines varied outlines metric rates where it
specifically measures customer satisfaction from products and services by focusing on
efforts, to interact with business services and products. Samsung uses CES score to
help customers have hard time performing best actions when interacting on digital
business platforms, and further actions according to survey data for streamlining
processes. It also enables for strengthening customers preferences within products and
services extensively, evolves on for leveraging larger functional working goals
productively within longer time run. Samsung by heading on analysing customer
experiences analysis, aims to further expand best synergies innovatively and also
strengthen up best technical innovation targets.
From the above analysis among metrics of customer experience, it can be understood that
Samsung has been fundamentally bringing on best digital expertise factors for bringing on
technical productive edge benchmarks profoundly. With good digital score on consumers
experience, brand has been primitively growing for bringing on larger functional specific
goals worked on for technical standards rise effectively (12 Steps of Creating an Effective
Customer Journey Map in 2021, 2021).
CX processes in different industries
CX processes related to managing customer experience in multi business has wide
range of importance and difficulty to bring on analysis among customers experience within
business for strengthening varied scale business determinants. Volume of people involved in
business units males high impact on training, monitoring and communicating more
challenges actively which further enables to strengthen up goodwill within longer time
periods. 5 key successful factors of CX, where Samsung heads on profound focus can be
analysed as follows:
Commitment to put the Customer First: This is one of the most essential aspect
where Samsung heads on strong focus to become more customer centric and widely
also expands functional rate for competitive edge marketing aspects, and to leverage
larger vision oriented targets actively with best scale connective rise. Samsung has
been bringing on best scale functional rise, on keeping up with best customer services
and for generating larger technical productive edge benchmarks (Situmorang and
et.al, 2021). Customer effort score: Good CES defines varied outlines metric rates where it
specifically measures customer satisfaction from products and services by focusing on
efforts, to interact with business services and products. Samsung uses CES score to
help customers have hard time performing best actions when interacting on digital
business platforms, and further actions according to survey data for streamlining
processes. It also enables for strengthening customers preferences within products and
services extensively, evolves on for leveraging larger functional working goals
productively within longer time run. Samsung by heading on analysing customer
experiences analysis, aims to further expand best synergies innovatively and also
strengthen up best technical innovation targets.
From the above analysis among metrics of customer experience, it can be understood that
Samsung has been fundamentally bringing on best digital expertise factors for bringing on
technical productive edge benchmarks profoundly. With good digital score on consumers
experience, brand has been primitively growing for bringing on larger functional specific
goals worked on for technical standards rise effectively (12 Steps of Creating an Effective
Customer Journey Map in 2021, 2021).
CX processes in different industries
CX processes related to managing customer experience in multi business has wide
range of importance and difficulty to bring on analysis among customers experience within
business for strengthening varied scale business determinants. Volume of people involved in
business units males high impact on training, monitoring and communicating more
challenges actively which further enables to strengthen up goodwill within longer time
periods. 5 key successful factors of CX, where Samsung heads on profound focus can be
analysed as follows:
Commitment to put the Customer First: This is one of the most essential aspect
where Samsung heads on strong focus to become more customer centric and widely
innovative, where it commits towards customers services functionally. The brand
aims to further harness commitment within keeping up productive business targets
within customers satisfaction parameters first, where there is further pace to
functionally evolve dynamically.
Measurement: This is second aspect where Samsung measures profound rise towards
building measurement aspects, for strengthening wider performance goals by
measuring customer’s satisfaction levels effectively. Measuring engagement and
compliance factors holds specific role for strengthening corporate rise fundamentally
among larger levels, where this heads on towards productive innovation within longer
time frame (Barre and et.al, 2021). CX leadership at all levels : Sales management, customers experience factors and
digital transformation, events and corporate social scenarios plays specific role within
CX leadership parameters at all levels. This further can be also analysed that Samsung
has been conducting best customers market engagement services, for strengthening its
goodwill benchmarks and also structuring corporate goodwill.
Empowerment: CX vision has being empowered within Samsung to provide large
scale best customers services for strengthening corporate productive quality standards
rise informatively. This further calls up profound rise towards empowerment factors
for scaling up larger best services factors, providing customers with accurate time
driven fast services.
Momentum: CX initiatives must be developed by analysing best scale rise for strengthening
high competent focus for larger scale technical productive engagement, where momentum
plays specific role. Samsung has been stringently growing for bringing on profound
developed working efficacy, which evolves on towards yielding best long term performance
targets innovatively (Customer Journey Best Practices 2020, 2020).
Reviewing the critical success factors and overarching strategic goals hold high
importance where Samsung has been heading towards stringent connective benchmarks and
towards optimistic growth within longer time run. Combining information received form
employee feedbacks and varied group discussion enhances achievement of varied goals,
where Samsung investments are widely on shaped with best strategic targets.
From retail industry, another example in comparison can be identified in correlation
with customer’s experience where strategic innovation is widely dynamically evolved on for
aims to further harness commitment within keeping up productive business targets
within customers satisfaction parameters first, where there is further pace to
functionally evolve dynamically.
Measurement: This is second aspect where Samsung measures profound rise towards
building measurement aspects, for strengthening wider performance goals by
measuring customer’s satisfaction levels effectively. Measuring engagement and
compliance factors holds specific role for strengthening corporate rise fundamentally
among larger levels, where this heads on towards productive innovation within longer
time frame (Barre and et.al, 2021). CX leadership at all levels : Sales management, customers experience factors and
digital transformation, events and corporate social scenarios plays specific role within
CX leadership parameters at all levels. This further can be also analysed that Samsung
has been conducting best customers market engagement services, for strengthening its
goodwill benchmarks and also structuring corporate goodwill.
Empowerment: CX vision has being empowered within Samsung to provide large
scale best customers services for strengthening corporate productive quality standards
rise informatively. This further calls up profound rise towards empowerment factors
for scaling up larger best services factors, providing customers with accurate time
driven fast services.
Momentum: CX initiatives must be developed by analysing best scale rise for strengthening
high competent focus for larger scale technical productive engagement, where momentum
plays specific role. Samsung has been stringently growing for bringing on profound
developed working efficacy, which evolves on towards yielding best long term performance
targets innovatively (Customer Journey Best Practices 2020, 2020).
Reviewing the critical success factors and overarching strategic goals hold high
importance where Samsung has been heading towards stringent connective benchmarks and
towards optimistic growth within longer time run. Combining information received form
employee feedbacks and varied group discussion enhances achievement of varied goals,
where Samsung investments are widely on shaped with best strategic targets.
From retail industry, another example in comparison can be identified in correlation
with customer’s experience where strategic innovation is widely dynamically evolved on for
strengthening corporate productive pace. This further also heads on profound rise for larger
technical strengthened scope and to yield specific working focus, where main aim is to
further bring on new competencies. Retail company Tesco, has best customers services
factors working towards providing best benchmarks in shaping ideologies and fruitful
innovation actively to leverage larger specific working goals. Samsung has been also
stringently heading on towards operative innovation and vision oriented benchmarks, where
digital networks serve as the main operative channels. Retail industry is competitively
expanding towards varied functional scenarios effectively, where transitions and vivid focus
on customer’s services are being given (Ameen, N., Tarhini, and Anand, 2021).
CONCLUSION
From the above analysed aspects within report, it can be concluded that customer
experience analysis plays strong role for bringing best scale expertise factors worked on
strategically at Samsung. Report has concluded in detail importance and customer persona
analysis, where Samsung is widely consumer friendly where services hold maximised
satisfaction delivery parameters. Omni channel marketing is widely used by brand for
strengthening customer market engagement factors, leveraging best functional optimum
targets within longer time frame. The research has also concluded NPS , CSAT and CES as
most productively used consumer experience metrics which has enhanced varied working
targets. Study concluded further five factors of CX processes where Samsung heads on large
focus for retaining customers goodwill targets, imperative global best innovation and serving
with best finest services.
RERENCES
Books and Journals
Almeida, M., S., and et.al, 2021. Samsung vs. Apple: How Different Communication
Strategies Affect Consumers in Portugal. Administrative Sciences. 11(1).
p.19.
technical strengthened scope and to yield specific working focus, where main aim is to
further bring on new competencies. Retail company Tesco, has best customers services
factors working towards providing best benchmarks in shaping ideologies and fruitful
innovation actively to leverage larger specific working goals. Samsung has been also
stringently heading on towards operative innovation and vision oriented benchmarks, where
digital networks serve as the main operative channels. Retail industry is competitively
expanding towards varied functional scenarios effectively, where transitions and vivid focus
on customer’s services are being given (Ameen, N., Tarhini, and Anand, 2021).
CONCLUSION
From the above analysed aspects within report, it can be concluded that customer
experience analysis plays strong role for bringing best scale expertise factors worked on
strategically at Samsung. Report has concluded in detail importance and customer persona
analysis, where Samsung is widely consumer friendly where services hold maximised
satisfaction delivery parameters. Omni channel marketing is widely used by brand for
strengthening customer market engagement factors, leveraging best functional optimum
targets within longer time frame. The research has also concluded NPS , CSAT and CES as
most productively used consumer experience metrics which has enhanced varied working
targets. Study concluded further five factors of CX processes where Samsung heads on large
focus for retaining customers goodwill targets, imperative global best innovation and serving
with best finest services.
RERENCES
Books and Journals
Almeida, M., S., and et.al, 2021. Samsung vs. Apple: How Different Communication
Strategies Affect Consumers in Portugal. Administrative Sciences. 11(1).
p.19.
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Ameen, N., Tarhini, A.,. and Anand, A., 2021. Customer experiences in the age of artificial
intelligence. Computers in Human Behavior. 114. p.106548.
Barre, V., and et.al, 2021. Building a sustainable high-performance customer experience and
product performance (CxPP): the JJV experience. The TQM Journal.
Cambra-Fierro, J.,and et.al, 2021. How do firms handle variability in customer experience?
A dynamic approach to better understanding customer retention. Journal of
Retailing and Consumer Services. 61.p.102578.
Eigenraam, A. W., Eelen, J. and Verlegh, P. W., 2021. Let Me Entertain You? The
Importance of Authenticity in Online Customer Engagement. Journal of
Interactive Marketing. 54. pp.53-68.
Meng, A. T. G. and Sidin, S. M.,2020 The Effect of Expectations and Service Quality on
Customer Experience in the Marketing 3.0 Paradigm.
Muliansyah, D., Cahyono, Y. and Siagian, A.O., 2021. The Impact Analysis of Features and
Perceived Quality on Consumer Satisfaction of Samsung Mobile Phones in
Makassar City. Budapest International Research and Critics Institute
(BIRCI-Journal): Humanities and Social Sciences, 4(1), pp.1537-1544.
Sayuti, N. P. H. K. and Sukaatmadja, I. P. G., 2020 THE EFFECT OF ADVERTISEMENT
ATTITUDE AND POSITIVE E-WOM ON PURCHASE INTENTION
MEDIATED BY BRAND IMAGE OF SAMSUNG SMARTPHONE IN
DENPASAR CITY.
Situmorang, S. H and et.al, 2021. Measuring Emotional Value in the Digital Brand.
Online
12 Steps of Creating an Effective Customer Journey Map in 2021. 2021. [Online]. Available
Through :< https://digitalagencynetwork.com/12-steps-of-creating-an-
effective-customer-journey-map/>
Customer Journey Best Practices 2020. 2020. [Online]. Available Through :<
https://customerthink.com/customer-journey-best-practices-2020/>
intelligence. Computers in Human Behavior. 114. p.106548.
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