Customer Experience Strategy

Customer Experience
Strategy
Table of Contents
INTRODUCTION...........................................................................................................................1

MAIN BODY...................................................................................................................................1
PART 1............................................................................................................................................1
(Cover in poster).....................................................................................................................1
PART 2............................................................................................................................................1
Define customer journey map................................................................................................1
Using Customer Journey map, assess key digital influences on consumer journey to assess
their relative importance at level of customer journey process..............................................3
Based on above, formulate at least 2 CX objectives..............................................................4
Critically assess the relevance of various metrics, key performance index (KPI) which is
adopted for evidence-based decision-making to increase customer experience strategy.......4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience is considered as application for use of different type of activity that
is determined as a part of user lifecycle. It is considered as a practice that signify designing as
well as maintaining communication for meeting need and want of user that helps in increasing
their satisfaction level, loyalty and many more. The present assignment is depending upon the
company named as Zara. It is a Spanish retailing organisation that offers different kind of
products such as clothing, shoes, beauty products, perfumes and many more. This company was
founded by Amancio Ortega and Rosalia Mera in year of 1975. In this report, there is a
discussion regarding customer journey map in an appropriate manner. They also provide
description related to how to retain customers for a longer period of time and also they use key
performance indicator in order to take decisions regarding experience level of customer during
particular phase of time. There are different kinds of challenges faced by fashion industry due to
Covid-19 that imposes direct effect on performance level of company during particular phase of
time period. There are various emails, meeting and chat box that is adopted by top management
for assessing requirement of user and to increase customer engagement in future period of time.
The current changing in technological aspects is important in analysing need of organisation and
increase market share which will be beneficial for company in future period of time (Alnawas
and Hemsley-Brown, 2019).
MAIN BODY
PART 1
(Cover in poster)
PART 2
Define customer journey map
Customer journey map is determined as a procedure which is adopted for assessing
product and services that is provided at Marketplace. It is important for company to make sure
that good and services are provided as per specification of user for retaining them for a long
period of time. For this procedure, it is necessary to possess appropriate assessment of
requirement of user in order to build loyal base of user. The primal motive is to emphasize on
improvement of customer journey map as per top management of organisation to increase
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