Customer Experience Strategy for Samsung Phones

Customer experience
strategy

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK...............................................................................................................................................3
Importance of customer experience............................................................................................3
Customers persona creation .......................................................................................................4
Mapping Customers journey.......................................................................................................6
Omni-channel marketing.............................................................................................................7
Customer experience metrics .....................................................................................................8
CX process in different industries ............................................................................................10
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Customers experience refers to perception of customers about business and its products
and service (Bansal, Burden and Swartout, 2020). Customers experience is one of important
aspect for an organisation as it helps them to increase customers satisfaction also also increase
profit of company. For this purpose, organisation adopt different strategy which helps them to
get advantage of positive customers experience. This report includes importance of customer
experience related to Samsung phones. Customers persona creation and mapping customers
journey is consisting in this report. It also includes Omni channel marketing and customers
experience performance matrix.
TASK
Importance of customer experience
Customers experience is perception of customers towards business and brand. Customers
experience is ultimate result of interaction of customers with business through navigating
websites to talk to customers service (Bhatia and Priya, 2021). Customers experience is
impression that customers have for band of organisation throughout various aspect of journey of
customers. It is results of view of brand and also its impact related to bottom lines like profit.
There are basically two main touch point of customers experience including product and people.
Customers experience is important for growth and success of business. Positive customers
experience helps company like Samsung to promote loyalty among their customers and helps to
retain customers along with encouraging brand advocacy.
Importance of customers experience:
Customers experience is importance for a business as its helps hem in promoting loyalty
among their customers. Positive customers experience helps company to get success and growth
in market. Customers experience is important for Organisation like Samsung for various reason
which are as follows:
Improve customers satisfaction: Focus of organisation should be on maximising
satisfaction of their customers in entire journey of customer which helps hem in increasing
satisfaction of customers with huge among (Chikovani, 2018). Organisation should also ensure
that it provide positive customers experience to their customers across different touch points by

providing experience throughout their journey. Positive customers experience with products and
service of company helps company to increase loyalty among their customers.
Provide competitive advantage: Positive customers experience helps to provide
competitive advantage to an organisation (Direction, 2019). It also helps company to
differentiate their business from those of their competitors. Company can differentiate their
products and organisation on basis of tow main aspects including positive customers experience
and low prices. Customers experience helps Samsung to promote loyalty and also retain
customers with company for long term which provide opportunity to business to earn more
profit.
Customers persona creation
Customers persona refers to a research based profile which depicts target customers of an
organisation. It helps to describe definition of ideas customers, about their days and challenges
face by them and also their ways of decision making. There are multiple customers personas
available for a business.
Roles of customers persona:
Customers persona is playing important role in business as it provide important
information as well as insights to an organisation related to their customers (Gama, 2020)
(GRAZIANO, 2019). It helps in developing effective and strong customers strategy with
understanding of needs of customers and how to solve various problems arise in their life. It
provide guidance to business to develop products as per requirement of customers and along
new feature in existing products in order to fulfil vision of their customers.