Customer Experience Management: Honda Strategy Analysis Report

This report provides a detailed analysis of Honda's customer experience management, fulfilling the requirements of a BIZ104 assignment. The research begins with an introduction to Honda's customer-centric approach, followed by a description of the methodology, which emphasizes the use of primary and secondary data collection methods. Primary data was gathered through a customer survey via questionnaire, with a focus on the planning, design, participant recruitment, and implementation of the online survey (at least 10 completed surveys). The report also includes customer personas, journey maps, and a competitor analysis, comparing Honda's customer experience with that of Harley Davidson. A value proposition map is presented to visualize Honda's offerings. The results section summarizes key findings from the research, followed by a discussion of Customer Experience Management (CEM) concepts and their application to Honda. The report concludes with a summary of findings and recommendations. The report also includes references and appendices.