Customer Experience Management

[Date]
Running Head: MANAGEMENT
Dell
[COMPANY NAME]
Customer experience management
Student id:

MANAGEMENT
Table of Contents
Introduction................................................................................................................................2
Methodology..............................................................................................................................2
Customer Personas.....................................................................................................................3
Journey map...............................................................................................................................4
Analysis of Competitor..............................................................................................................6
Results Summary.......................................................................................................................7
Conclusion..................................................................................................................................7
References..................................................................................................................................8
Appendix 1: Survey....................................................................................................................9

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Introduction
The customer experience is one of the imperative factors, which could be entailed by the
organization to settle down their firm in the marketplace. This report critically evaluates the
consumer experience management in Hyundai cars. In this, both primary as well as the
secondary method has been considered by the investigator, as it could be considered to
collect the feasible result. The primary purpose of this study is to critically evaluate the
research issue and support to make a reliable decision in the context of the current matter.
Hyundai cars have offered quality services to their consumers, as it feels comfortable services
to their consumers and supports to make a decision effectively.
Methodology
For collecting this research, the primary and data collection tool is practiced by the researcher
to conduct this study and make a decision effectively. These data collection techniques are
effective in obtaining the decision effectively. The data will be collected by considering
existing sources as well as direct sources in collecting reliable information about the research
matter (Åkesson, Edvardsson, & Tronvoll, 2014).
Primary data
To conduct this study, the researcher has considered 11 consumers to conduct this study and
make the decision effective. To conduct this method, the survey through questionnaire tool is
effective in conducting the study effectively. It could be effective in the attainment of the
organizational task. The primary data will supports to obtain numerical information towards
the research issue. From the application of the primary data collection method, the researcher
will practice survey through questionnaire tool to obtain different sources in getting a reliable
outcome. The investigator will practice survey through questionnaire method that will be
effective for collecting data in the context of the current issue and operate study in an

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effective manner (Åkesson, Edvardsson, & Tronvoll, 2014). It could be effective in obtaining
the study in an effective manner.
Secondary data
Secondary data collection is effective in collecting the conceptual data in the context of the
current issue. There are certain sources that are entailed by the researcher to meet the aim and
objectives of the study issue. The secondary data collection tool is effective It could also be
imperative in leading the firm in one direction (Khodakarami, & Chan, 2014).
Customer Personas
Outcome via a collection of data from survey through questionnaire
Persona Demographic Behaviors and
actions
Needs Pain Points
Millennial The researcher has
selected 18 years to
more than 78 years
of people for
conducting this
study.
Experience:
Consumers who
have used the
Hyundai products
since the last 30
years are
considered to
conduct this study.
Purchase goods
and services of
the firm
frequently.
 Needs to
add more
customer
value and
comfortable
services
 The cost of
goods is
premium as
it charges
higher as
compared to
the other
cost.
 An
organization
needs to use
innovative
tools for
attracting a