Importance of Customer Experience Strategy for Samsung: A CX Analysis

Customer Experience
Strategy

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK ..............................................................................................................................................3
Consumer persona creation.........................................................................................................4
Mapping the customer journey....................................................................................................5
Omni channel marketing.............................................................................................................6
CX performance metrics ............................................................................................................7
CX processes in different industries...........................................................................................8
CONCLUSION .............................................................................................................................10
REFERNCES:................................................................................................................................11
Books and Journals:..................................................................................................................11

INTRODUCTION
The report aims to provide the importance of customer experience strategy for Samsung. A
business works mainly to satisfy their customer needs in order to retain them for long time. It
gives benefits by boosting sales, increase revenue and expand market reach. How organisation
product and services satisfy customer needs and meet with their expectation is termed as
customer experience. Therefore, businesses come with effective techniques and strategies to
make their experience better day by day. This report is going to focus on the significance of
customer experience strategy for Samsung company (Pavlić, and Ćukušić, 2019). The company
is a Japanese brand which serve a great technology by providing electronics, equipment,
chemicals and other diversified products (WHAT IS SAMSUNG?, 2021). This report is going to
evaluate about why customer experience strategy is necessary for the company which develop
their operations in the UK. The report will present customer mapping journey, performance
metrics and ensure omni channel marketing in order to ascertain industry competition and boost
their sales in the future years. as the company facing declines due to many competition and
market intermediaries which have stops company growth as they require to know what actually
customers wants and how it could achieved.
MAIN BODY
TASK
The importance of customer experience: customer experience is basically shows how a
person feels and experience after purchasing a particular brands product. This experience might
makes them happy or even unsatisfying if the product will not as much worthy as per their
expectations. As customer buys to get their money worth satisfaction which keeps them satisfied
and retained in organisational favour. Therefore, it is necessary to get an insight about customer
experience for organisation. It will show whether the company delivering valuable product into
society or wasting their time to repeating same ineffective practices. Therefore, in case of
Samsung, it is very crucial to know how consumer felt at the time of purchase. The main product
sold in the last so many year is Samsung mobile phones, as it become necessaries for every
person to have a digital device which gives all in one features like camera, network connectivity,
adaptability and many more. The company launched many smartphones with new features but
somehow it lacks in competing with other brands in terms of camera quality, battery life and

many more. For examples, Samsung M31 has great features but the camera does not work well
in night mode and make the pictures blur. This makes an average experience for customers
which lowers down the growth of company and requires regular innovation.
Ascertain competitive advantage: Through customer experiences strategy, Samsung could gain
competitive advantage into market. As competition lowers down the potential of Samsung
mobiles and other electronic item. Samsung provide quality goods to take competitive
advantages with other brands like Redmi, Apple Inc.
Enhance customer satisfaction: Involving customer experience strategy will satisfy customer
and their demands at its best (Nguyen, Quach, and Thaichon, 2021). The more company will
focus on customer demand and tries to make their experience fantastic, the more customer will
remain loyal towards organisation. Therefore, Samsung needs to take customer retention to boost
their sales and earn maximum profit. It is important for the company as there are many products
substitutes and brands which may garb customer attention. So, it is essential to create CX
strategies for Samsung mobile phones before it get too late to re capture the market again.
Consumer persona creation
Consumer persona is an image built by organisation about the customer. It analysis by
doing market research and indulging with people to know about their wants, demands and
strength points which company could use to attract them. It includes large groups of customer
which divides into different categories like behaviours, patters, demands., demographical factors
and more. The customer personas is crucial requirement for Samsung to identify exactly what
their potential customer demand from the company. so that, the CX strategies will be based upon
relevant ideas and consideration of important factors. The customer persona for Samsung is
presented underneath:
Demographics and story The company mainly focus on the age group of
25 and above with the medium level of
income. The aim is to deliver product features
appropriately among the customers.
Profile Samsung mainly wants to target people who
are of middle and high income group as well as
high income level group as they serve quality