Customer Experience and Digital Influence Report: Madame Tussauds

This individual report provides a comprehensive analysis of customer experiences at Madame Tussauds, focusing on the background of international attraction and customer segmentation. It identifies and critically evaluates key digital influences, mapping the digital customer journey and outlining customer experience models with SMART objectives. The report also includes key performance indicators (KPIs) for customer experiences. It examines the museum's operations in New York, its target audience, and the role of digital platforms in influencing customer decisions. The report highlights the importance of awareness, consideration, fulfillment, experiences, and loyalty in the customer journey, and provides a detailed customer persona. The report also examines the impact of digital media marketing and customer engagement strategies employed by Madame Tussauds.

INDIVDUAL REPORT

Table of Contents.
INTRODUCTION ..........................................................................................................................3
Main body........................................................................................................................................3
Background of international attraction .......................................................................................3
Profile of the customer segmentation..........................................................................................4
Identification and critically evaluation the key digital influences...............................................5
Digital customer journey with mapping......................................................................................7
Customer experiences model and SMART objective .................................................................9
Keep performance indicator for the customer experiences..........................................................9
Conclusion ....................................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Customer experiences is the essential element which need to be delivered in effective as well as
efficient by the organization to survive and get success in domestic as well as international
marketplace. The present report is based on the Madame Tussauds in which the background of
international attraction and customer experiences will be discussed. Apart from that the report
will determine the customer journey map along with the SMART objectives. Furthermore, the
report will involve the models, strategies, keep performance indicator of customer experience.
Main body.
Background of international attraction
The Madame Tussauds is also operating the business in the New York where the market
segmentation of the tourism are high. The tourism sector largely contribute in the economy of
the nation. The New York invite wide range of the customers and tourism from different places
in order to increase the profit and value of tourism place of New York. Basically New York is
considers as the charming city which attract the people from domestic as well as international
marketplace. Due to the historical sites and history of the nation the large numbers of the
customers visit to enhance their experiences make their journey more memorable (Ameen, and
et.al., 2021) . The most of the people are visited due to the admirable atmosphere of the city.
The tourism is the main customer segmentation for the New York where the large numbers of
the people travel to the city. On the other hand the New York is also famous for the tourism
sector which deliver large contribution in increasing the revenue of gross domestic production. In
this city the large numbers of the people visit to experience the Broadway sites, statue of liberty,
Brooklyn bridge, Empire state building, central park etc. with the support of high tourism of
domestic as well as international marketplace tie or the commercial enterprises are able to sale
the wide range of the product and services in domestic as well as international marketplace and
grate revenue as well as increase the productivity of the nation. In the both countries the culture
and the economy is affected in the positive manner. In context to that Madame Tussauds is the
famous museum which is providing services to the local as well as international client and
enhance the tourism clients experiences in an appropriate manner(Bleier, Harmeling, and
Palmatier, 2019) The main target of the brand is to increase the approach of the measure and
increase the brand value in various marketplace. In context to that the organization target the
travellers visited from various areas.

Profile of the customer segmentation.
The targeted customers of the organization are local people and the vistors visited the nation in
order to enhance their experiences and make the journey more memorable. The targeted
customers of the organization are willing to travel the city and the youngster who willing to
enjoy every moment and interested in the historical and unique things. Along with that the young
adults are interested to invest the capital on entertain activity. The organization attracts all
kinds of the customers and belongs to all the social classes. The organization display all the
famous or historical personality in front of the people. The targeted people are having adequate
bad good wealth, so they are able to afford the services provided by the Madame Tussauds. The
organization attractive the variety of the people all over the world. The association invite those
people who are rescinded in sheening their famous singer, musician, dancers, celebrities, actors,
players and other famous personality(Charoensap, and Saeheaw,2022) . The organization
delivers the premium prices to its customhouses in context to organization target the people or
the visors belongs to Europe as the people are highly interested in the culture for acknowledging
themselves.
Customer person of targeted customers of the organization.
Richard field
I need to get a break from the hectic life and live once in a while freely and to alteration
perceptiveness and bring the positivism.
Age: 29
work: businessmen
family: married
location: London, UK.
Income: he spends 6% of his average income

hobbies: watching film on Netflix, travelling to different nation, spend time with family,
photolytic.
Personality: extrovert, explorer, active user on the internet, long stay traveller, familiar.
Goals:
 spend most of the time with members of the family.
 Willing to explore different cities.
 Acknowledge with the variety of the culture.
 Like to be entertained
 want to spend the holiday in different nation.
Motivation: culture, entertainment, food and beverages.
Brand and influences: trip advisor, google, Facebook
Preferred channels: traditional advertisement, online and social media, referrals.
Identification and critically evaluation the key digital influences.
In the customer journey the digitalization play essential role as it attract the large numbers of the
customers and increase the values of the brand in an appropriate manner. Due to utilization of
the customer journey the organization has the opportunity to increase the approach of the
business in an appropriate manner (Grewal, and Roggeveen, 2020) . In order to deal with the
challenges and enhance the experiences of the customer the organization consider the element of
the customer as they are important in the following manner:
Awareness: for increasing the brand value or attracting the large numbers of the customer
toward the brand it is important to increase the awareness among the people. Basically it is
important for the organization to spread the awareness among the people as it allow people to
develop their interest and it will become each for the organization to reach out the customers of
the company. With the support of the awareness the organization is able to deliver the relent
information to the customers and encourage the potential buyers to take effective action. For
increasing the awareness among the people the organization has various platforms as per the
customers preferences. With the support of that the organization is able to deliver the values to
the people and expend the business in domestic as well as international marketplace(Hedonists,
2020). For the awareness the organization can utilized the digital media marketing as the people
collect the information on the basis of the data available on the internet.

consideration: it allows the people to interact with the large numbers of the customers and
allow the organization to determine the requirement and the perspective of buying the product
and services of the company. It will help the organization in bringing the changes and deliver
the relevant information in the various marketplace. Due to the consideration the organization is
able to obtain specific place in tourism sector and improve the quality as well as standard of the
services. Apart from that it allow the company to track the performance and lead the
marketplace in appropriate manner. Due to which the organization has opportunity to resolve the
problems of the targeted clients for accomplishing the aim and objective so the company in an
appropriate manner. It helps reorganizationist in delivering the competitive advantages in the
marketplace.
Fulfilment: it is the stage due to which it easy for the organization to deliver the right
productivity to the right buyers and make the visit of every individual person worthy and
effective. In context to that the organization is able to deliver the product and services as per the
requirement of the individual person in effective as well as efficient manner. in order to fulfil the
requirement of the India dual person organizational offer various facilities of booking and
follow the current trends of the marketplace (Herhausen,and et.al., 2019). it helps the company
in satisfying the large numbers of customers in an appropriate manner. in order to meet the
requirement of the individual person the organization conduct the survey and determine the
requirement of the people. due to that the company is able to offer the services which the
potential customers or the new customer wish to enjoy in exchange for the money.
experiences: for providing the better experiences to the large numbers of the customer the
organization work on the innovative programs. Due to which the organization is able to increase
the values and reputation of the company in various marketplace. apart from that it motivate the
people to visit the museum again and again. The experiences are something that entertain the
clients and make the trip of the client more moveable and disable by the people. the better
experience the individual person get the more positive comment the client mentioned on the
companies profile. Basically it also allows the customers to deliver the positivity and referral to
other peoples (Högberg, and et.al., 2019).
loyalty: the loyalty of the customers is one of the effective assets the organization have in order
to increase the positivity about the organization. with the locality of the customer it is easy for
the association to target the potential customer and determine their need. With the assistance of

interfiling the requirement of the individual person the company is able to deliver the services
which is affective and accepted by the people. in current period the development of the trust is
the essential element.
Digital customer journey with mapping
Some digital platforms that influences the customer to visit the museum in effective as well as
efficient manner. With the assistance of that the organization is able to increase the value and
increase awareness among the people in an appropriate manner(Högberg, and et.al., 2019). The
touchpoints of Bothersome journey help out the organization in addressing the requirement of
the individual person in order to satisfy them and increase their experiences in effective as well
as efficient manner. The organization considers all the stages in order to increase the value of
the company in different marketplace. The stages of the customers journey are mentioned as
follows:
Awareness: in this stage the customer acknowledge themselves with the services and
productivity which the company is offering ion order to meet their requirement in an appropriate
manner. In context to that the organization increase the awareness among the people with the
utilization of the online platforms. The current period the people are largely depended on the
digital media and keep themselves engaged on the nine platform. Along with that for increasing
the awareness amping the people the organization will conduct the market research and deliver
right information to the right customer that attract the people toward the brand and increase the
value of the brand. In order to increase the awareness in the online advertisement the
organization will mention the services which is displaying all the famous personality mad of
wax and deliver real experiences of watching that personality in effective as well as efficient
manner(Tronvoll, and Edvardsson, 2022). It will encourage the large numbers of the customer to
visit the place. Along with that the organization highlight the quality and the innovation the
company is using for providing best experiences to the people and make the journey of the client
memorable. For the further development the organization will conduct the market research and
determine the taste and preferences of the customers. For the approach of the organization will
provide the facility of the digital media which include Facebook, Instagram, google, chrome,
websites and other social media platform.
Consideration: in this phrase in order to satisfy the large numbers of the customers the
organization will compare the services of the company with the comparative brands in order to

bring the innovation and attract the large numbers of people toward the brand. With the
assistance of that the organization can bring the innovation at workplace. Along with that the
company will determine the problems which the customers are facing and provide the relevant
Solution for the welfare of the company and satisfy large numbers of the customers in an
appropriate manner(Tronvoll, and Edvardsson, 2022). In context to influences the customers the
members or the employees of the organization will Agden with the variety of the social media
platforms. In order to enhance the experiences of the individual person the employees of the
organization address the major issues with the assistance of emails, mails, and inbox facilitates.
With the assistance of the socials media organization interact with the customers and change the
perception of the individual person.
Decision: the third stage is the decision-making stage in which after getting influenced by the
advertisement and content available on the internet the individual person for the decision of
obtaining the services of the company. In context to that the organization follow all the market
trends and deliver the content as per the requirement of the customer. Furthermore, the
organization deliver the adequate pricing information to the customers and deliver various option
for the payment of the services. Along with that the company allow the customer to book he
tickets online. It encourages the customers to obtain the services of the company and make their
journey memorable. In context to that the organization develop the relationship with the numbers
of the buyers for the long period (Tueanrat, Papagiannidis, and Alamanos, 2021). Due to which
the company is able to sustain in the marketplace. For encouraging the customer to form the
decision the organization will utilize the idea of sending mails to the mail ids of the customers
and form the decision. It gels the organization in bringing the conversation with the wide range
of the customers.
Loyalty: in order to increase the value of the company it is important to deliver the transparency
in the marketplace. In context to that the organization deliver the adequate services to the large
numbers of the customers and offer the fair prices to the people. In context to that the
organization deliver the best customer services and employees deliver assistance to the people in
resolving their issues in effective as well as efficient manner. Apart from that rather than delivery
unnecessary content with the assistance of the social media the organization deliver the relevant
information on the social media sites (Tyrväinen, Karjaluoto, and Saarijärvi, 2020). Furthermore,
it will deliver assistance in approving the large numbers of the customer and build the trust

among the variety of the people. For the loyalty of the customer the organization will consider
each and every element in an appropriate manner that drive the interest of the people in the
productivity and services of the company.
Customer journey mapping.
Home research → country research→ budget→ accommodation→ checking the prices of
the booking→ entertainment research→ checking the websites →checking the program or
services→ buying tickets online →packaging → reviving the conformation through mail or
messages →checking at the airport → flights to the destination → arrive at the destination
→checking out the devices →visit the hotel →making the plans →visit the museum
→spend time in the museum→ experiences the museums →click the images → checking
out the restaurants and cafes→ eat the delicious food →giving feedbacks positive as well as
negative→go back to their home town →refers to the friends as per the personal experiences.
Customer experiences model and SMART objective
The organization aim to deliver the satisfaction services to the wide range of the customers in
effective as well as efficient manner. In context to that the organization has SMART objectives
that willing to accomplish for the welfare of the association. The objective of the company is to
increase the sales of the company by 20% in the end of the financial year 31 march 2023. the
organization has the opportunity to achieve this objective with the assistance of the online
platforms and customer experiences model (Tyrväinen, Karjaluoto, and Saarijärvi, 2020). Along
with that the organization has one more objective is to increase the level of the ratification and
invite more customers from the geographical areas or all over the world with the support of
marketing. Apart from that the organization will bring the innovation and creativity in order to
deliver best experiences to the wide range of the customers.
For offering the best experience to the wide range of customer the organization will use
customer experiences model which is known as Gartner customer experience pyramid. With the
assistance of this pyramid the organization has the opportunity to increase the experiences of the

consumer in effective as well as efficient manner(Högberg, and et.al., 2019). Along with that for
the better experiences of the individual person can consider some stages of the model that drives
success, loyalty, sanctification and advocacy in an appropriate manner. The steps involve in the
pyramid of the model drive the experiences which is mentioned as follows:
 determination of the capability and make more powerful
 fulfil the requirement of the individual person
 resolving the issues of the consumer regarding the product and services of the company.
 Deliver the services and productivity as per the taste and preferences of the individual
person.
 Provide the data or information that the buyer can use in the formation of decision-
making process.
Keep performance indicator for the customer experiences
For determining the customers experiences the organization use the keep performance indicator
which is CSAT that indicate the customer sanctification. For identifying that the organization is
proving proper services or not the association will determine the customer satisfaction by
collecting the reviews and feedbacks from the variety of the customers. The feedbacks can
positive as well as negative because each and every person has different perspective and different
taste and preferences (Kuehnl, Jozic, and Homburg, 2019). With the determination of the
customer satisfaction the organization is able to bring the innovation in the services of the
organization to improve the experiences of the customers with the organization. Wath the
support of that the company is able to drive the success and enhance the sales of the company.
Conclusion
from the above report it will be concluded that the customers of the organization are the essential
element in which the company need to follow all the trends in order to deliver best experiences
to the visitors of the museum. The report indicates that Madame Tussauds ha power to operate
the business successfully in the New York which is considered as the tourist place. In context
to that the report highlighted that the organization can consider the customer journey mapping
for the further welfare and go for the digitalization for the comfortability and attracting the large
numbers of the customer.

REFERENCES
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customer journey literature. Journal of Business Research, 125, pp.336-353.
Tyrväinen, O., Karjaluoto, H. and Saarijärvi, H., 2020. Personalization and hedonic motivation
in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing
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