BIZ104 Customer Experience Management: McDonald's CEM Strategy

This presentation provides a comprehensive analysis of McDonald's customer experience management (CEM) and proposes strategies to enhance customer satisfaction. Based on research findings that indicate a negative impact on customer satisfaction due to unmet customer needs, the presentation recommends a customer-centric approach leveraging mobile marketing and a 360-degree view of the customer. It emphasizes the importance of understanding customer needs and behaviors, utilizing customer journey mapping to analyze customer interactions, and implementing strategies to attract and retain customers. The presentation concludes that by improving customer experience through strategies like customer feedback, McDonald's can enhance sales and attract potential customers. This resource is ideal for students seeking insights into CEM and practical strategies for improving customer experience.