Customer Experience Strategy: Recommendations for Samsung (BIZ104)

This presentation, prepared for a BIZ104 course, examines Samsung's customer experience strategy, offering actionable recommendations for improvement. The presentation begins with an introduction to Samsung, its business, and its current customer experience practices. It then explores how Samsung can customize its products and services through collaborative and adaptive methods. The core of the presentation focuses on customer-centricity, defining the concept and suggesting ways for Samsung to become more customer-focused, including listening to customers, involving them in the design process, mapping the customer journey, and leveraging digital relationships. The presentation also addresses customer experience management, outlining strategies for Samsung to optimize customer interactions, build trust, and capture real-time customer feedback. The conclusion emphasizes the close link between customer-centricity and customer experience, highlighting the need for Samsung to improve its products and services and prepare for the future of customer experience management. References to academic research are provided to support the arguments presented.