Customer Experience Management

Running Head: CUSTOMER EXPERIENCE MANAGEMENT 0
CUSTOMER EXPERIENCE MANAGEMENT
student name
4/14/2019

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Contents
1. Introduction 100.......................................................................................................................2
2. Research objective 100.............................................................................................................3
3. Research 400............................................................................................................................3
3.1 Research plan and design.......................................................................................................3
3.2 Collection of data...................................................................................................................3
3.2.1 Primary research.............................................................................................................4
3.2.2 Secondary research.........................................................................................................4
3.3 Finding and analysis..............................................................................................................5
4. CEM concept 300........................................................................................................................6
5. Conclusion 125............................................................................................................................8
Works Cited...................................................................................................................................10
7. Appendix....................................................................................................................................12

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1. Introduction
Customer experience is the most important aspect that is to be considered by a company for
being successful in the market. In this report, customer’s experience and problems faced by the
customers regarding the services provided by the company would discuss further. The Primary
and secondary research would be use for research. Hyundai motor company is an automobile
manufacturer based in South Korea and offering products and services worldwide (hyundaiusa,
2019).

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2. Research objective
2.1 Identification of Target customers of Hyundai – The objective is to understand the
customer behaviour from their previous experiences with Hyundai purchase. This
would identify the target customers for the company.
2.2 Customer satisfaction with products and services –The satisfaction level among the
customer would be analysed through the research conducted. The company would
know what products and services must be continued.
2.3 Customer problems with Hyundai services – Another major objective is to identify
the problems faced by a customer that needs to be improved by the company. This
would lead to understanding the ways through which the company can improve
customer experience (Chan & Khodakarami, 2014).
3. Research
3.1 Research plan and design
The research design for this would be quantitative and qualitative research design. More
specifically the type of research design used for this research would be descriptive research
design that would include the gathering of information and data, data would be analysed, and
present the same (Choi, 2015).
3.2 Collection of data
The data collection method used for this research report would be primary and secondary
data.