Customer experience managements Report 2022

CUSTOMER EXPERIENCE MANAGEMENT REPORT 1
Customer experience management report
(Student’s name)
(Institution’s Name)

CUSTOMER EXPERIENCE MANAGEMENT REPORT 2
Executive summary
The customer experience management report helps in the collection of the process that an
organization uses to track, oversee and organize every interaction between a customer and the
British airway. The research will focus on the collection of the customer insights from an online
survey and analyze data to obtain results necessary for decision making. The key indicators into
the British Airways customer reviews will include gender, overall ratings, value for money, food
and beverage, customer service, among other key indicators.

CUSTOMER EXPERIENCE MANAGEMENT REPORT 3
Content page
1.0Background information.........................................................................4
2.0Primary research method.........................................................................5
3.0Secondary research method......................................................................5
3.1 Organization website social media review....................................................5
3.2 Business report....................................................................................6
3.3Academic journal article.........................................................................6
3.3 Customer experience management concept..................................................7
4.0Customer experience strategy...................................................................7
5.0 Persona.............................................................................................8
6.0Business valuation proposition.................................................................9
7.0Conclusion........................................................................................11
8.0References........................................................................................12
9.0Appendix..........................................................................................15

CUSTOMER EXPERIENCE MANAGEMENT REPORT 4
Customer management report
1.0Background information on British Airways
British Airways is a national airline with its headquarters in London, United Kingdom. It
boasts of a large fleet size and passengers transported using the carrier. It belongs to the aviation
service industry, and its main services include offering air transport to both passengers and cargo
locally and internationally. The carrier is the second-largest airline in the United Kingdom after
the Easy jet airline company. The airline mission mandate is delivering a service that reflects
responds to the various needs of its customers. The airline structure has ensured the employment
of people from different backgrounds and origin to ensure innovation and brainstorming new
ideas. The main company strategy for marketing involves the targeting of its loyal and existing
clients. The company mainly uses the media, social media platforms for advertising its products
and services, as these platforms can reach a larger audience (Otnes et al., 2012). The airline
focuses on high-end market clients and should change tact in advertisements to include the
lower-end market clients.
The company in its marketing ventures should invest in the latest technology platforms
and devices to ensure a larger audience is reached and efficient serving of its customers (Schmitt,
2010). The research problem for the report focuses on the customer experience management
report. The report will help the management of the airline in the adoption of better and efficient
ways on customer experiences. Therefore, the research objective for the report focuses on which
measures to take to manage the customer's experience efficiently. The specific objectives
include;
-How companies can view customer experience as important