Customer Experience Strategy: Hyundai Recommendations (BIZ104)

This presentation analyzes Hyundai's customer experience, focusing on recommendations for improvement. It discusses the importance of customer experience management (CEM) and its impact on customer satisfaction and loyalty. The presentation covers key areas such as design, product differentiation, and customer service, and suggests strategies to become more customer-centric, including utilizing social media, improving communication, and making data-driven decisions based on customer needs. Recommendations include investing in customer communication, leveraging social media marketing, building a strong online presence, and supporting research and development to enhance the overall customer experience. The presentation references key concepts, such as brand management and value perception, and concludes with a summary of these key recommendations. This presentation is a part of the BIZ104 module and provides a practical application of customer experience strategies for the automotive industry.

Author’s Name
Institutional Affiliation
Date
Customer Experience Strategy:
Recommendations

 This presentation focuses on consumer
experience management in Hyundai cars.
 Customer experience determines
organization success.
Customer Experience Strategy:
Recommendations

Customer experience
management
 What is this CEM to Hyundai cars?
 CEM entails:
 Designing and reacting to customer
interactions.
 Meeting customer expectations
 Increasing customer loyalty, customer
satisfaction

Customer experience
management
 Hyundai will have to meet its CEM by
addressing the following:
 design and size of its cars.
 Price differentiation products
 Customer service
 By addressing these issues Hyundai will
customize its products.

Hyundai becoming customer-centric
By exercising open
communication.
Hyundai can utilize social
media for interactions
with its customers.
Make appropriate
decision on customer
needs.

Hyundai becoming customer-centric
Brand management
 Changing value perception
By manufacturing environmentally-friendly
vehicles.
By selling unique and luxurious vehicles to
customers affordably.

Preparing for better customer
experience
By enhancing consumer value
Enhancing customer satisfaction
Through innovation and manufacturing top
of the range vehicles.

Summary of
recommendations
Hyundai should invest in:
 Communication with customers
 Employ social media marketing
 Build a strong online presence
 Support its research and development
By doing all these the company will be able
to bolster customer experiences.

References
Andajani, E. (2015). Understanding
customer experience management in
retailing. Procedia-Social and Behavioral
Sciences, 211, 629-633.
Khodakarami, F., & Chan, Y. E. (2014).
Exploring the role of customer relationship
management (CRM) systems in customer
knowledge creation. Information &
Management, 51(1), 27-42.
hyundaiusa. (2019). home . Retrieved from
hyundaiusa: https://www.hyundaiusa.com/