Customer Experience Management - Assessment 3

CUSTOMER EXPERIENCE MANAGEMENT - ASS3
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Table of Contents
Introduction......................................................................................................................................2
Customer segments and profiles......................................................................................................3
Business value proposition..............................................................................................................4
Voice of the Customer (VOC) and customer feedback...................................................................6
Value proposition for customer segment.........................................................................................8
Maps for customer profiles..............................................................................................................9
Recommendations..........................................................................................................................10
Steps towards forming a customer centric organization................................................................11
Conclusion.....................................................................................................................................12
References......................................................................................................................................13
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Introduction
This report helps to understand the concept of Customer Experience Management. Customer
experience management can be defined as a collection of methods that can be used by the
company to track, organize, and oversee the relations among the organization and customer
throughout the cycle. For this, the organization Let’s Go Australia has been selected. It helps to
understand the different segments of the customer with their different motive. It also measures
the value proposition for the customers within the organizations. This report also determines the
voice of customer and their feedback that can be received by the experience. It also provides the
recommendation to their customer to develop the perception of brand. This also identifies the
steps that can be formed for the customer.
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Customer segments and profiles
Customer segmentation is the method of dividing the base of the customer into groups of
individuals that are same in a particular way to marketing that consists of gender, age, interest
etc. The main aim of segmentation is to strike the balance between the segments of customer that
helps to achieve the economies of scale.
Let’s Go Australia is the organization that provides the online visa to the students. It also
provides the services to the students worldwide. The Let’s Go Australia deals in different
agencies such as if the customer wants to travel then it provides the services in relation to the
tourism. If any students want to study abroad then they can apply in the sector of let go study etc.
According to the different sector, there are different needs of customer. For example, the
students can expect that the University of Australia provide them online services so that they can
easily study the material at home. In relation to the travel, the customer expected that the hotel
providers provide them better services.
The other segment can be in form of management. For example, in the organization the manager
expects the receive profit and want to attain the goals. In relation to the students, the teacher
expects that or demands the knowledge from every student.. They also charge the specific fees
for providing them skills and knowledge. Apart from this, in travel sector, the manager expects
that the customer provides them reasonable value or attain their all requirements (Veal, 2017).
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