Strategic Customer Experience Management in Primark Pvt. Ltd.

This report provides an overview of customer experience management (CEM) within Primark Pvt. Ltd., focusing on how the company identifies, oversees, and organizes interactions between customers and the organization throughout the customer lifecycle. It discusses various customer segments, including ready-to-buy, potential, and repeat customers, and outlines business goals for new product launches, such as maintaining customer satisfaction and providing high-level customer service. The report also addresses the customer experience dilemma, managing customer experience, customer touchpoints and mapping, and rethinking marketing strategies. Key concepts such as moments of truth (zero, first, second, third, and less), brand experience, and value proposition are examined. Furthermore, the IDIC model for customer relationship creation and the use of customer personas and experience maps are explored as tools for enhancing customer understanding and service delivery. The report concludes by emphasizing the importance of CEM in creating brand loyalty and advocacy.

Customer Experience
Management

INTRODUCTIONS
Customers experience management is the collections of process of a
company use the track to identify, oversees and organising every
sections and functions interactions between the customers and
organisation through customer life cycle in the market. Customer
experience is the products and services of an interactions between
an company and consumer over the durations of the relationship.

PRIMARK pvt. Ltd.
 Primark limited is a retailer company to provide the kids
clothing, women's wears, home wears, accessories and
beauty work. Its provide trendy amazing cloths in lower
prices. Company provide the services use in new faster
fashion cloths for the consumers.

Customer segments
There are various types of customer segmentation.
 Ready to buy customer- These customer preliminary
research on the products or at least have a idea what that
they ned.
 Potential customer- This kind of consumer is no hurry to
buy a new products they given that are no urgent need of
the products.
 Repeat customer- These consumer use the regular services
of the company to buy a products.

Goals for the business for producing a new product
To keep high specified satisfactions- A company launching the
new product in the market to keep the high satisfactions of the
consumers for its old products. A new product are not get the
good experience of the buyers. Products should keep the
satisfactions with the needs and wants of the consumer with the
new quality, quantity, design and its prices.

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Providing high level customer services- Company producing
a new product in the market to providing the many services to
the consumer to give the information about the product. To
give the best services like availability in the all marketplace
and online sites. High level of the experience is beneficial for
the company value and its profitability.

Customer experience dilemma-
Customer experience is crested by a business products- To
identify the customer experience by the created a new product
by the business. The company know about the experience
about the product to research in the market for identify the
satisfaction factor of the consumer.

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Customer experience by the customer experience- Many
consumer are those type to buy the product in the newly
launching the market, those customer are see to the other
customers to use the new products and see the satisfaction
level at the time these customer buy the products.

Managing the customer experience
Managing the customer experience with the launching the
new product time by the company to use the many tools and
techniques and maintain the relationship with the old and
regular consumers. Delivering the clients experience to
growth in satisfaction factors, loyalty and advocacy are
closely align with the consumer outcomes of the experience.

Customer touch point and mapping-
Customer touch point between the the company and the
consumers to identify the many questions are- Which specific
interactions point, Which process support to the interaction
point, Who people support the specific change in the process,
Who is interact with the customers, What would be ideal
customer experience?

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Mapping the customer experience
Company create the new product to design the mapping of the
experience with the old product. Its including the target,
acquire, on board, serve, grow and retain to create the
mapping and comparing the experience about the products.

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Rethinking the marketing-
Company rethinking about the marketing strategy to including
from the product appreciate services. From product profitability
to improved the consumer profitability. Proper interactions fro
all departments for better flow of informations.
NOTES-Technology solution its represent the tools for
challenges and carried out the established customer experience
objectives.