Customer Experience Management: Strategies for McDonald's

Customer Experience
management

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Research Analysis Findings.........................................................................................................3
CEM strategy recommendation:..................................................................................................4
Customer journey mapping..........................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Customer experience is related to the business which affects the feelings and the perception
of the customer about it. It is the sum of all the interactions in which the customer make with the
organisation over their whole life. It is the main consideration every enterprises to give the better
customer experience so that they can visit or make purchase the organisation again (Lin, Zhang
and Gursoy, 2020). McDonald's is the chosen organisation for this report, It is an American fast
food company which is founded in 1940s and the restaurant is being operated by the Richard and
Maurice in California, United States. The company is headquartered is in Chicago, Illinois, U.S.
This report will cover the Research analysis findings and also recommend the CEM strategy by
which company can effectively develop and improve their products and also provide and make
the customer journey map in order to analyse the overall satisfaction of the customers.
MAIN BODY
Research Analysis Findings
From the analysis of the assessment-2 , It is evaluated that the company is facing negative
impact on the customer satisfaction as they are not meeting the needs and wants of their potential
customers in the target market by which they tends to earn minimum profits. As the McDonald's
is facing adverse impact as they are not meeting the customised food services of their customers
and they are not able to choose the best ingredients out of available one. Another reason is
website is hanging by which customer can not easily order what they tends to and they needs pot
visit the store for their desire. This make problem for the customer in order to meet their
satisfaction from the restaurant (Dew, 2018).
Another reason for the adverse impact of the McDonald's is, customer can not pick-out
the ingredients as there are allergenic to any product so this make problem for the customer ans
they tends to leave the whole food items and by which company is unable to meet the
satisfaction of the customers in the large market.