Customer Experience Strategy

Customer Experience Strategy

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
A comprehensive customer journey map for all stages of the customer journey........................1
Identify and critically evaluate the key digital influences on the consumer journey to
determine their relative importance at all stages of the customer journey process.....................3
Customer experience (CX) objectives.........................................................................................5
Critically evaluate the relevance of different metrics, key performance index (KPI) and
analytics that can be used for evidence-based decision-making to enhance
customer experience strategy.......................................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customers are very important an crucial part of organisation that is significant for enhance
business practices. It is essential for organisation to consider different tools and approaches that
could be consider by organisation in order to provide better services or facilities to customers. It
is important for business to gather information about customers in order to carry out business
practices accordingly (Ceesay, 2020). Through this organisation will be able to provide better
products to customers which is as per their need and demand. Customer journey map is
significant and effective in order to analyse all stages of customer journey. This report is based
on Nike Fashion. This is an American multinational organisation which is providing its products
and services to large market area. This organisation is dealing in apparel, accessories and Sports
equipments as well as offering its products and services to different part of the world. This
organisation was developed in year 1964 and founder of this organisation is Bill Bowerman and
Phil Knight. This report will includes comprehensive customer journey map for different stages
of the customers. In this report different digital influence on customer journey has been
determined. Customer experience objectives has been developed. Apart from this different
metrics, key performance index has been evaluated.
MAIN BODY
A comprehensive customer journey map for all stages of the customer journey.
It is essential for organisation to develop or create customer journey map in order to significant
for effectively carry out practices. Customer journey map can be describe as the process which
consist of different stages through which customer moves before making purchase decision.
Customer journey planning is a visual portrayal from the client's perspective and how they
associate with your image (Artusi and Bellini, 2020). Separating the client venture stage by
stage, adjusting each progression to an objective, and rebuilding your touch focuses likewise are
basic strides towards amplifying client achievement. All things considered, all that you do should
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