Customer Experience Strategy

Contents
ASSESSMENT 1.............................................................................................................................1
Covered in Poster.........................................................................................................................1
ASSESSMENT 2.............................................................................................................................1
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................2
A comprehensive customer journey map for all stages of the customer journey........................2
Using the Customer Journey map, 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............................................................................................................................4
Based on the above, formulate at least 2 CX objectives..............................................................6
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......................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

Customer Experience
Strategy

ASSESSMENT 1
Covered in Poster
ASSESSMENT 2
INTRODUCTION
Customer experience is taken into consideration as software for use of various kind of
interest that is determined as part of consumer lifecycle. It is considered as a practice that
symbolizes designing in addition to retaining verbal exchange for assembly want and need of
consumer that enables in increasing their delight degree, loyalty and plenty of extra. This
evaluation is based on Burberry. Mad-for-plaid Burberry is a luxurious British style retailer
acknowledged international for its iconic tan-colored tartan pattern and gabardine trench coats
(Kim, Beckman and Agogino, 2018). Its logo picture repurposes traditional Britishness for the
metropolitan customer. The organisation sells apparel, accessories and beauty merchandise for
women and men via retail and wholesale channels throughout the globe, and its products span
casual and excessive fashion. Burberry has round 220 stores, about one hundred fifty
concessions, and over 50 shops globally; close to half of the shops are positioned inside the Asia-
Pacific place, which is likewise the corporation's biggest marketplace. It also sells merchandise
thru its internet site, burberry.Com. In this document, there is a dialogue regarding patron
journey map in the suitable way. They additionally provide description related to how to retain
customers for a longer time period and additionally they use key performance indicator to be
able to take selections regarding enjoy degree of purchaser in the course of particular phase of
time. There are exclusive kinds of demanding situations faced by using style enterprise due to
Covid-19 that imposes direct effect on overall performance level of business enterprise at some
stage in unique segment of term. There are diverse emails, meeting and chat container this is
adopted with the aid of top control for assessing requirement of consumer and to increase patron
engagement in destiny period of time. The modern-day changing in technological factors is
essential in analysing need of employer and boom market proportion in an effort to be useful for
employer in future time frame
1

MAIN BODY
A comprehensive customer journey map for all stages of the customer journey
Customer adventure map is decided as a system which is adopted for assessing product and
offerings this is provided at Marketplace (Weber and Chatzopoulos, 2019). It is vital for
enterprise to make sure that properly and services are furnished as in step with specification of
consumer for maintaining them for a long time period. For this method, it's miles important to
possess suitable evaluation of requirement of person with a view to build loyal base of person.
The primal purpose is to emphasize on improvement of consumer adventure map as per top
management of agency to growth profitability stage in destiny time period. In context of
Burberry, the management of business enterprise is to emphasize on acquisition associated with
customer services together with objective of imparting user with superior great of facilities. For
assessing requirement, it's far essential to offer delight to its person by means of imparting
superior quality of right (Kandampully, Zhang and Jaakkola, 2018). Due to Covid-19, there are
specific sorts of demanding situations confronted by control team of Burberry such as the
customer do now not opt to take offline products and services they focus on taking online
products and which impose direct effect on income and income margin of agency all through
specific phase of time period. This assessment is performed in normal manner that assist in
generate awareness regarding consumer enjoy that is given underneath:
There are six step of client adventure map which is adopted via Burberry this is going to be noted
under:
Set aim herein, the control crew of business business enterprise specializes in setting
purpose that should be accomplished in timely manner. They accumulate information concerning
need and need of consumer that assist them in accomplishing one of a kind task in the best way.
Their main cause is to examine want and need of consumer and satisfy them. Their principal
focus is to provide specific offerings to its person that helps in reaching competitive gain over
rivalries at marketplace.
Create patron character: They gather precise attitude as well as perception concerning
existing journey of consumer and the development are required and measured in proper manner.
Due to Covid-19, there is one of a kind challenges confronted by means of management crew for
maintaining purchaser for longer time period.
2