Customer Experience Strategy in Samsung Industries

Customer Experience
Strategy

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
The importance of customer experience ....................................................................................1
Customer journey........................................................................................................................2
Persona creation..........................................................................................................................3
Mapping the customer journey....................................................................................................5
Omni channel marketing.............................................................................................................6
CX performance metrics.............................................................................................................6
CX processes in Samsung industries ..........................................................................................7
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customer experience is basically a holistic approach or perception of any business or
brand to get success in future through their attempts in improving the qualities of the services
and product, this will meets the better customer experience. Organisation globally makes an
efforts to establish the strategies which are quite impactful whenever the customer will going to
experience any of their products and services. Customer experience (CX) is the result of each
and every interaction between the customer and the business. The below report is based on
Samsung a multinational conglomerate, headquarter in Samsung town, Seoul. Industry type is
private and the founder of this company is Lee Byung-chul and this report covers the topic
related to what will be considered in term customer experience and importance of CX in the
context of Samsung mobile phones and the purposes of each of the element;journey
stage,activities ,feelings and needs.
MAIN BODY
The importance of customer experience
Customer experience CX is a perception and holistic approach through which any
business or brand industry will get to know about the approach of their customer in respect of the
term experience whether good or bad(Keiningham and et. al., 2020) . Business will need to find
out the better strategies in respect to the better experience of their customers on each and every
interaction with their business like wise while talking in the sense of Samsung mobile phones
they have to make sure about the proper formulation of their strategies in order to attain the
customers with quite ease manner. Through taking several approaches like provides them better
services in respect to the mobiles phones with latest techniques and generates the strategies to
give them surety of providing the best aftersales services after the buying interaction between the
customer and that of business person. Delivering a great customer experience has to be the main
motive of every business by taking care of the needs and requirement in meeting the best
experience of them there are lots of elements which are include in the phase of customer
experience strategy is that:
Make a customer as a top priority: In every business criteria there will be the most important
motive is to provide the customers with best experiences in respect of dealing in the services
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which are attain by them. By giving them priority through solving the problems and queries
related to particular services.
Using the feedbacks of the customer: Responses from the customer will going to be the best
source of helping any business to improve their qualities or better their interaction with the
customer as well .
Importance of CX in the case of Samsung mobile phones
 By analysing the customer experience in respect of the past handling of the customers
through Samsung mobile phones industry generates the importance to serve more
effectively through understanding the past records interaction with them(Roy, 2018).
 Importance of receiving the customers feedback on their particular product and services
regarding customer after sales services will help the business to attain more profitability
in handling the customer according to their responses.
 By applying the approach of regularly maintaining the customer experience data towards
the Samsung mobile phones through better system process and analyse them also.
 By checking on the CX it will going to help the other department to do their activities
according to the customer's approach toward their services.
Customer journey
Customer journey is a approach of understanding your user in respect of the business
point of view,customer journey relates with the behaviour of the particular customer while
interacting with any business or brand through visiting any websites or particular physical stores
is that if customer will going for mobile phone and reaching in Samsung mobile store so by
interacting with the business person their through interactions and taking information so aspect
of their behaviour will get notices in the business this will leads to the important factor for the
Samsung store is to maintain the records of the responses towards their particular services.
To identify the needs of the customers through interacting them for their particular suggestions in
respect of the services in which this mobile phone company works(Goodman,2019).
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