Detailed Customer Experience Strategy Report: Burberry

This report provides a comprehensive analysis of Burberry's customer experience strategy. It begins with an introduction emphasizing the importance of customer satisfaction in the fashion industry and highlights Burberry as a case study. The report then delves into customer journey mapping, outlining the key steps involved, including defining objectives, creating buyer personas, identifying pain points, mapping the buyer's journey, maximizing touchpoints, and finding moments of truth. The report then critically evaluates the key digital influences on the customer journey, examining the impact of digitalization on awareness, consideration, purchase, retention, and advocacy stages. It also discusses the objectives of customer experience, such as increasing customer satisfaction, attracting new customers, and increasing customer share. Finally, it explores different metrics for enhancing the customer experience strategy. The report provides a detailed overview of Burberry's approach to customer experience and its adaptation to the digital landscape.