Customer Experience Strategy for Samsung Mobile Phones in London

CUSTOMER EXPERIENCE STRATEGY

Table of Contents
INTRODUCTION ..........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Customer experience (CX) strategy.......................................................................................1
Consumer persona..................................................................................................................2
Customer journey mapping ...................................................................................................3
CONCLUSION................................................................................................................................4
References ......................................................................................................................................5

INTRODUCTION
The customer experience strategy is the process of evaluating and presenting the holistic
experience of the customers with organization (Dabrynin and Zhang, 2019). This develop by
the evaluation of the results of the every touchpoint which customer has with organization and its
products. Samsung is the south Korean multinational company which deals with the production
and selling of consumer and industry electronics. In this report the importance of CE, consumer
person creation and mapping of the customer journey is done in context to the selected
organization for the selective area London.
MAIN BODY
Customer experience (CX) strategy
Customer experience (CX) strategy of Samsung for their mobile phone product lines is
evaluated below with the brief explanation of CX.
Customer experience- This is the important concept which is crucial in the business
marketing and customers satisfaction (Lin, 2020). CX is defined as the interactions and
experience of the customers, which they have been develop throughout entire customer journey.
This is involving the organization efforts, which contribute in the satisfaction of customers needs
in context to each interaction and touchpoint expectation (Khamwon and Pathchayapanuchat,
2020). Below is the analysis of Samsung CX strategy and importance.
Customer experience strategies of Samsung and its importance – In the Samsung
customer experience strategy in context to their mobile phone product line is involving the
various effective and interactive approaches , which is important for their customers satisfaction
through fulfilment of all their touchpoint expectations. Such as Samsung create the visual
impact, which provide the customers effective display of the all essential product features.
Company is very creative and focus about their customers experience management in context to
which they deliver superior message clarity, which helps the customers to effectively go through
their purchasing journey (Alnawas and Hemsley-Brown, 2019). For the each touchpoint of the
customers service and awareness organization is managing the create and attractive content
which helps the customer to get all essential information and support they need. Samsung
Interactive Displays, Deliver lifelike quality QH55H model. As the customers first look at the
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