Customer Experience Strategy: Research Analysis Report for BIZ104

This report provides a comprehensive analysis of customer experience (CX) strategy, focusing on research analysis and Customer Experience Management (CEM) concepts. It begins with an introduction to CX, emphasizing its importance for businesses and the impact on customer loyalty and satisfaction. The report then presents a research analysis, outlining objectives, methodologies, and the significance of understanding customer experience. A case study on eBay is included, examining its approach to CX and the challenges it faces. The core of the report delves into CEM concepts and theories, including the IDIC model (Identify, Differentiate, Interact, Customize) and the "Dirft" method for delivering exceptional customer experiences. The IDIC model is explained in detail, highlighting how eBay identifies, differentiates, interacts with, and customizes its services for customers. The report concludes with a summary of key findings and a discussion of the importance of effective CX strategies for business success. References to relevant books and journals are also provided.