Report on Customer Experience Management at Let's Go Australia

This report provides a comprehensive analysis of Customer Experience Management (CEM) within the context of Let's Go Australia, an organization offering online visa and travel services to students worldwide. It delves into customer segmentation, identifying various customer groups based on their needs and expectations, such as students seeking online learning resources and travelers desiring quality tourism services. The report outlines Let's Go Australia's business value proposition, detailing key partners, activities, resources, and customer relationships. Furthermore, it examines the Voice of the Customer (VOC) through direct, indirect, and inferred feedback, emphasizing the importance of understanding customer needs and wants. The value proposition for each customer segment is mapped, considering gains, pains, and customer jobs. The report includes customer profile maps illustrating the customer journey from awareness to loyalty. Finally, it provides recommendations for enhancing customer satisfaction and steps towards building a customer-centric organization, highlighting the importance of prioritizing customer satisfaction and employee involvement to achieve organizational success. Desklib offers more solved assignments for students.