Customer Experience Strategy Recommendations for Wesfarmers (BIZ104)

This presentation provides a comprehensive customer experience strategy for Wesfarmers, focusing on enhancing customer centricity and improving overall customer relationships. The presentation begins with an introduction to customer experience and its key components, followed by a brief overview of Wesfarmers' diverse operations in Australia and New Zealand. The core of the presentation centers on strategies for product customization, including differentiation and make-to-order approaches, aimed at better serving customer needs. The presentation further explores ways Wesfarmers can become more customer-centric by embracing Customer Relationship Management (CRM), implementing customer feedback programs, and delivering high-quality products and services. It also outlines how Wesfarmers can prepare for future customer experience management by creating a clear vision, understanding customers, fostering emotional connections, and leveraging customer feedback. The presentation concludes with recommendations for innovation, market research, and strategic partnerships to ensure Wesfarmers' competitiveness. References are provided to support the presented strategies.

Customer experience
strategy for Wesfarmers
Presenter’s Name

Introduction
Customer experience refers to the interaction between an
organization and its customers throughout their business
relationship (Kilroy& Schneider, 2017).
This interaction may comprise of:
Discovery and awareness
Advocacy
Service
Purchases

Introduction Contd…
In this presentation, I will focus on the Wesfarmers Companies
Customization is critical to the success of Wesfarmers Companies
The purpose of this presentation is to provide insights that
Wesfarmers can be more customer centric.
To provide ways in which the firm can become customize its
products.
To provide ways that the firm can be more prepared for future
customer experience management.

Brief Information about Wesfarmers
Companies
Wesfarmers is a company that is offering a range of
products and services in the market and operates in
Australia and New Zealand.
These include
>Supermarket Services
>Office Supplies
>Industrial Products
>Hotel and Hospitality among many more

How the Wesfarmers can customize its
product
Differentiate the products and services it offers to its customers in
the market (Homburg, Jozić & Kuehnl, 2017).
This will increase the ability of the firm to serve the customers
well.
When products are differentiated, it will serve the needs of the
clients in the market.
Moreover, use customer ordering process. This is a strategy that
will ensure that the firm manufactures products on demand.

Contd…
Using the Make-to-order approach will increase the company’s ability to
serve the specific customer demands.
Wesfarmers Companies also can provide superior product designs that
match the customer demands.
These strategies will ensure that the clients are receiving a high quality
services and products.
The firm in this case will only deliver the products that are ordered.

Ways the firm can become Customer Centric
Embrace Customer relationship management
The CRM will ensure that Wesfarmers and customers relate well
in the organization.
Wesfarmers Companies also need to adopt customer feedback
program
The program shall ensure that the clients provides feedback about
the services and products they receive.
Offer a high quality products and services to the customers in the
market

Ways Wesfarmers can be more prepared for
future customer experience management
This can be done through:
a) Creating a clear vision of the customer experience and
management
b) Understanding who are your customers
c) Creating an emotional connection with the customers.
d) Capturing the feedback of your customers in real time to
increase market knowledge (Homburg, Jozić, & Kuehnl,
2017).
e) Developing the Wesfarmers team using a quality framework

Contd…
1. Innovate for new products for better competitive chances in
the market
2. Conduct market research for better understanding of the
demands of the clients
3. Partner with other companies in the market. This will create
more opportunities for the firm globally.

Conclusion
When Wesfarmers innovate new products, then it can compete well in
the market and increase their competitiveness in the global stage.
Conducting a market research will mean that the firm is able to gain full
knowledge on the market changes.
Partnership with other players in the market will also open the market
space for the Wesfarmers.
Creating the customer experience teams and vision will drive the
company to remain on course to become a customer centric
organization.

References
Kilroy, D., & Schneider, M. (2017). Valuing the Current
Strategy. In Customer Value, Shareholder Wealth, Community
Wellbeing (pp. 109-141). Palgrave Macmillan, Cham.
Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer
experience management: toward implementing an evolving
marketing concept. Journal of the Academy of Marketing
Science, 45(3), 377-401.