Customer Experience Strategy for Samsung in UK

Customer Experience
Strategy

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
The importance of customer experience.....................................................................................3
Consumer persona creation.........................................................................................................4
Mapping the customer journey....................................................................................................4
Omni channel marketing.............................................................................................................5
CX performance metrics ............................................................................................................7
CX processes in different industries...........................................................................................8
CONCLUSION .............................................................................................................................10
REFERNCES:................................................................................................................................11
Books and Journals:..................................................................................................................11

INTRODUCTION
Customer experience management is a discipline that helps in understanding the
customers and forming plans that assists in improving customer satisfaction and loyalty. In this
report customer experience (CX) strategy of Samsung in UK is taken into consideration (Jain,
Aagja and Bagdare, 2017). It is a multinational organisation that works according to the needs
and wants of customers. The report is about the importance of customer experience. There is
formulation of customer journey map as well various metrics to measure the performance is also
part of this report. Omni channel marketing and its role in an organisation is evaluated. In the
end of the report there is discussion related to CX processes used in different industries that their
success factors.
MAIN BODY
The importance of customer experience
Customer experience is the holistic perception of customer's experience with business.
CX is related to each and every point of business that has impact on customer's perception. It can
be understood as sum of all the interactions that customers has with the organisation. It is the
relationship of customer developed with brand (Anh, 2020). Each and every organisation focuses
on enhancing the experience of customers so that they are able to achieve goals and objectives.
The points that show importance of customer experience are discussed below:
Improve customer satisfaction: It is seen that organisation makes efforts to enhance the
satisfaction level of customers. It is seen that in relation to Samsung the management of
organisation works in such a manner that helps to engage the customers. It is beneficial for
customer's as they get the products as per their desire and it enhances the satisfaction level of
customer's.
Gain competitive advantage: The company that is able to enhance the customer
experience gains advantage over the competitors. In regard to Samsung the try to provide best
quality goods to customers as well as at affordable price to the customers. This makes the
customers loyal towards the organisation and this helps in gaining advantage over the
competitors.
Boost Sales: The satisfied customers are loyal towards the company. They are ready to
pay money to the organisation (Zolkiewski and et. al., 2017). In relation to Samsung the get

support of of customers. It helps in enhancing the sales of the organisation. Each and every
organisation plans to enhance their sales and achieve goals and objectives successfully.
Consumer persona creation
A consumer persona is a semi-frictional image of the ideal customer that is identified
with the help of research and analysis of data related to present customer's. There are various
points that are considered such as consumer demographics, motivations, behaviour patterns, and
objectives. It helps to understand group of customer's. By knowing about the group of customers
and their needs, Samsung is able to develop effective CX strategies that focus on customers. It is
necessary to first create customer persona. The customer persona in relation to Samsung is
below:
Demographics and story They target the people of age group above 25
that are able to understand the features and use
them effectively.
Profile The basically provide quality features to
customer's (Nagasaw, 2021). They target
middle income group as well as high income
group people.
Motivations for using Samsung mobile The company has established strong image in
market and the brand value of Samsung is
motivation for customers to buy the products.
Goals for using a Samsung The company provides various quality
products that have all new and innovative
features.
Pain points a Samsung mobile solves Samsung provides easy to use phones that
provides all the features that a person wants in
the product.