BIZ104 Customer Experience Management: Woolworths Presentation Pack

This presentation provides an overview of customer experience management at Woolworths, Australia's largest supermarket. It covers the scope of customer experience, including customer interaction through various touchpoints like social media, websites, and in-store experiences. The presentation highlights Woolworths' strategies for providing customer satisfaction within the competitive supermarket industry, referencing sources on supermarket trends and customer experience. Desklib provides access to this and other solved assignments for students.

Customer Experience
Management
Woolworths

Introduction
Customer Experience is
the interaction between
the customer and the
business which includes
awareness, purchases,
service and feedbacks.

Project Scope
• The scope of the project is wide.
• This research is conducted for assessing
the customer experiences provided by
the companies. It discusses about
various concepts like social media,
websites, touch points and more
through which customer interacts with
the offerings of the business.

Industry Overview
Super market Industry is
one of the fiercely
growing and competitive
industry of Australia
(McKinsey, 2016).
Some of the biggest
supermarket brands of
Australia are Woolworths,
Coles, Aldi, Wesfarmers,
Metcash and more.

About Woolworths
Woolworths is the
largest supermarket
of Australia with
around 1000 stores
operating across the
nation (Woolworths,
2018).

Its offerings
Woolworths is not only the
largest supermarket but
also the leader in provided
satisfaction to its
customers.
It adopts various strategies
for providing best
experience to its customers
(Bankwest, 2018).

References
• Bankwest. (2018). Bankwest Future of Business: Focus on Supermarkets. Retrieved from https://
www.bankwest.com.au/content/dam/bankwest/documents/business/insights/focus-on-superma
rkets-2018.pdf
.
• Woolworths. (2018). About Us. Retrieved from https://
www.woolworthsgroup.com.au/page/about-us/our-brands/supermarkets/Woolworths.
• McKinsey. (2016). The CEO guide to customer experience. Retreived from https://
www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-exper
ience
• Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research
agenda. Journal of Service Theory and Practice, 27(3), 642-662.