This report examines customer experience management within the context of Coffee Alchemy, a café in Sydney. It begins with an introduction to customer experience and its significance in business, emphasizing the role of customer experience management in fostering customer loyalty and competitive advantage. The report then details the customer experience strategy employed by Coffee Alchemy, including its customer vision, segmentation, and feedback mechanisms. Primary research methods, such as surveys and interviews, are proposed to understand the target market, which consists primarily of individuals aged 25-40. Secondary research draws on the company's website and journals to highlight the importance of service and employee roles in creating customer experiences. The report also includes social media reviews and a customer survey to gather insights into customer preferences and satisfaction. The conclusion acknowledges the challenges in the hospitality industry and emphasizes the need for businesses to adapt to changing customer preferences and competitive pressures. The report is complete with references and an appendix containing relevant links and screenshots.
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