BIZ 104 Customer Experience Management

Running head: CUSTOMER EXPERIENCE MANAGEMENT OF QANTAS
Customer Experience Management of Qantas
Name of the student
Name of the University
Author note

CUSTOMER EXPERIENCE MANAGEMENT OF QANTAS1
Executive Summary
The primary purpose of this report is to elucidate on Qantas Airways in Australia and
describing industry within which it is operates. It identifies the two customer segment of the
organisation and forms the customer experience strategy that can solve the problems of the
Airlines. It connects customer experience with that of business value that can be effective in
augmenting business value of the company. It discusses how the customer experience
strategy can help in offering better service to the customers of the organization.

CUSTOMER EXPERIENCE MANAGEMENT OF QANTAS2
Table of Contents
Introduction................................................................................................................................3
Customer segments of Qantas Airways.....................................................................................3
Customer Experience Strategy...................................................................................................4
Connecting customer experience maps with business value proposition..................................5
Significance of implementation of customer experience strategy.............................................5
Conclusion..................................................................................................................................6