This report provides a comprehensive customer experience strategy for Chester Zoo, evaluating digital CX activities and recent Net Promoter Scores (NPS). It profiles the chosen customer segment, detailing customer personas, digital behavior, and attitudes towards customer experience, while also addressing potential barriers. The report explores digital transformation and maps digital touchpoints to Chester Zoo, utilizing the RACE framework and customer journey maps. A critical evaluation of key digital influences on the consumer journey is presented, followed by SMART CX objectives, CX models, and KPIs. The report concludes with recommendations for enhancing customer experience and driving customer loyalty at Chester Zoo. Desklib offers this and many other assignments for students.
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