Global Digital Consumer Experience Strategy: Analysis & Frameworks

This report explores the evolving landscape of digital consumer expectations and experiences in a global context. It highlights the significance of understanding complex consumer requirements and leveraging digital resources to enhance customer engagement. The report discusses global customer segmentation, focusing on the tourism industry and the impact of digital activities at various touchpoints, including websites and social media platforms like Facebook and Instagram. It also examines the Maturity Consumer Experience Model, detailing stages from development to leadership, and the Consumer Experience Model, which emphasizes execution, communication, engagement, feedback capture, information aggregation, and prioritization. The report concludes that digitalization plays a crucial role in improving consumer travel experiences and provides a framework for businesses to understand and implement effective strategies.

CONSUMER
EXPERIENCE
STRATEGY

INTRODUCTION
 Customer expectation to digitalization is enhancing day by day.
 Due to this concept the report is illustrating the concept of digital consumer expectations and its experience
at the particular global environment which includes the understanding of the different kinds of complex
requirements.
 It also includes the digital areas or resources from which consumers are mostly attracted with some
frameworks and models which will help to demonstrate the appropriate structure.

Global Customer Segment
 A global customer segmentation means where a group of people or consumer travel abroad for
their particular needs and requirements.
 Travellers are the important and main source to enhance the economy of the particular country.
Even due to the recent pandemic covid19, the tourism and travel industries are affected mostly
professionally or even puts the impact on the growth of the country. There are various types of
global consumer segmentation where geographical segmentation is one of them.
 The geographical segmentation includes the people from variety of countries, states and cities
which becomes the source of plenty of income for most of the organizations.
 Accordingly, the Australia is famous for the traveling and tourism mainly for the beautiful white
sand beaches and resorts. Traveller comes here of all over the world and facilitate themselves.
 Along with this, they also put the efforts in identifying and researching from which they can
increase the development of the tourism.

Digital activities at the various digital
touchpoints
 The Australian society is emerging and increasing the usage of
digital activities from which they can be able to attract more
consumer or travellers in their particular geographical area.
 Travel technology is rapidly growing with the time and creating a
huddle for the travel agents. The online and digitalization makes the
people to influence by different and various resources such as
utilizing the social media platform.
 This component is widely increasing its fame and b sage all over
the world and mostly its two application and sites named Facebook
and Instagram.

Digital customer experience
 Website: The website helps the users to collect the information’s of the particular places. For
example, the user wants to know and gather the knowledge about the Australian resorts and its food
material then a user can be able to go on the particular place website on link and can get the valid
information.
 Facebook: Facebook is leading at the top most level of the social media platform. Facebook
provides the different and various kinds of information and knowledge to an individual person.
Accordingly, travellers utilize this platform to acknowledge their needs and requirement’s
accordingly and mostly gets attracted from this Facebook application.
 Instagram: Travellers and people are mostly attracted by the Instagram pages and pictures which is
uploaded by the particular place owner. For example, the beauty of Australia has been uploaded by
the page owner who will capture the best photos and attract the maximum travellers.

Maturity Consumer Experience Model
 Developing: Increase the methods of approaching the consumers
by various methods such as digitalization is the best platform to
attract more and more people.
 Emerging: Focus on the improvement of the resources such as
social media platform components which include the Facebook and
twitter and Instagram.
 Strategic: After emerging and expanding the user experience, it
comes to third stage which describe the strategic method. This
includes the segmentation process from which it creates a better
way to expand and increase the particular objective. It will help to
fulfill the all expectation of the consumer and leads them to have
best experience.
 Leading: This factor is the area of improvement. It evaluate
strength customer experience position in the definite manner.
Always remember that nurture consumers are important and valued
part.

Consumer Experience Model
 Execute and communicate: In this kind of experience model,
the user or an individual required to execute their objectives and
improve the communication power.
 Engage consumer: In this factor a user or an individual requires
to make better relationship with the consumer by the different
sources of digitalization.
 Capture feedback: Asking for feedback and reviews will
definitely help and support to improve the areas of weaknesses.
 Aggregate information: Getting the entire and valid
information, try and focus to implement them in the
accurate manner.
 Prioritize: Prioritizing the particular objective and consumer
will help to grow and develop themselves in the effective way.

CONCLUSION
 In this report it has been mentioned that digitalization plays an important role and also
improves the consumer travelling experiences in the beneficial manner.
 The report also includes the different digital activities from which a consumer or
traveller can utilize and experience the best results.
 At last, it involves the consumer experience model which makes a valid understanding
to an individual person.

REFERENCES
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Experience on Customer Loyalty:(Study on Café Customers in Malang City). Jamanika (Jurnal Manajemen
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